Client Support Specialist - Technical

Intercontinental Exchange Holdings, Inc.•Omaha, NE

15d

About The Position

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.

Requirements

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

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