The Client Support Specialist acts as a front-line technical resource to our client base for ICE Mortgage Technology products, services, and for supporting platform technologies. The Client Support Specialist endeavors to deliver complete resolutions in a timely and consistent manner to address our clients’ technical questions and concerns with installation, configuration, and use of their ICE Mortgage Technology product. The Client Support Specialist will escalate to backline engineers based on defined case management criteria to ensure completeness of service and problem resolution within departmental guidelines.
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 – Microsoft Windows, Microsoft Office, REST APIs, SQL Server, Relational Databases, SaaS browser-based applications, JavaScript or Python, HTML, CSS
- PC Basic Setup, PC Hardware Troubleshooting & Understanding of Software/Hardware compatibility limitations
- Experience working in a SaaS environment
- Familiarity with writing and executing SQL queries and supporting Microsoft SQL Server
- Familiar with Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute or Ping
- Ability to read and troubleshoot JavaScript, Python, or similar languages
- Familiarity with Splunk or other log analyzer tools
- Awareness of Knowledge Centered Service/Knowledge Article best practices, and familiarity with structuring process & procedure documentation
- 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
- 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.
