Adobe Acrobat, Analysis Skills, Backlog Prioritization, Client Server Architecture, Communication Skills, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Support/Service, Debugging Skills, Microsoft Exchange Server, Microsoft Office, Microsoft Product Family, Microsoft Windows Desktop, Microsoft Windows Operating System, Mortgage, Multitasking, Network Administration/Management, Problem Solving Skills, QoS (Quality of Service), Resolve Customer Issues, Software as a Service (SaaS), Splunk, Team Player, Technical Support, Telnet, Time Management, User Interface/Experience (UI/UX)
Job Purpose
The Client Support Specialist acts as a Mortgage Industry specialist relevant to the use and application of ICE Mortgage Technology and services. The Client Support Specialist delivers resolutions, in a timely manner, and consistently, to address clients’ questions and concerns with the user interface, documents, and tools available in the ICE Mortgage product.
Must be able to work 10:00 am to 7:00 pm Central time or 9:00 am to 6:00 pm Mountain time
Responsibilities
- Leverage technical expertise to assist clients in the use of their ICE Mortgage Technology software solutions
- Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned
- Drive service level attainment to departmental standards
- Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates
- Recognize and respond accordingly to systemic customer-impacting problems
- Participate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the client
- Understand and follow company and departmental guidelines and policies for customer interaction
- Maintain and promote consistent behaviors and delivery across the team
- Manage case backlog to departmental standards
- Effectively use knowledge base, along with all resources available to drive resolution
- Thoroughly and accurately document details of all client interactions in CRM system
Knowledge and Experience
- 3+ years’ experience in a customer-facing technical support role or 1 year experience and a bachelor’s degree or equivalent
- Demonstrated relevant competency in the following areas – Adobe Acrobat, Microsoft Office products, Windows Desktop including Windows Registry
- Proven effectiveness in a role that requires multi-tasking and strong customer soft skills
- Demonstrated ability to confidently deliver solutions and resolve issues
- Team-oriented, demonstrates a professional and cooperative attitude
- Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed
- Experience working in a SaaS environment
- Familiar with Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute or Ping
- Familiarity with Splunk or other log analyzer tools
- Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly
- Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener
- Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback
- Analytical; proactive; creative problem solver
- Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers
- Act with integrity; demonstrate adaptability; execute consistently against job responsibilities
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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.I
Intercontinental Exchange Holdings, Inc.