Client Support Specialist

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 as per 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 as per 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' technical support experience or 1 year experience and a Bachelor Degree or equivalent.
• Understanding of Client/Server Architecture, Windows, VPN and network troubleshooting tools such as Telnet, Traceroute or Ping
• An ability to analyze and decipher customer issues with processing, underwriting, closing and post-closing, and secondary marketing to include regulatory requirements, XML files, JSON files, system logs and investor guidelines
• Experience with Splunk, Kibana or other log analyzer tools
• Possesses job-relevant (Mortgage Banking Industry) and technical knowledge to a degree commensurate with the responsibilities of the role
• Possesses ability to manage own time to department and team standards and expectations
• An ability to demonstrate basic competency in the mortgage process and loan origination systems to the conceptual level. Preference for experience in using Encompass.
• Collaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy
• Communicates Effectively: Develops and delivers written and oral communications that are clear, instructive, and professional. This includes adapting communication style to the audience and setting. Delivers solutions with confidence.
• Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Gains trust and garners the respect of the customer
• Decision Quality: Makes sound, timely decisions. Consistently demonstrates good judgement and considers all relevant factors
• Technical Savvy: Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills. Capacity to understand technical concepts, processes, procedures, and tools
• Proven experience in technical support or a customer-facing role within a CRM environment, particularly Salesforce. Understanding of Salesforce basics, including navigation and standard objects.
• Familiarity with webhooks and API integrations and testing tools such as Postman.
• Proficiency in using project management and issue-tracking tools (e.g., Atlassian/JIRA) for managing and tracking internal projects, tasks, and support tickets.
• Familiarity with collaborative platforms for documentation and cross-team collaboration, such as Confluence.

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.

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