Client Support Specialist
About The Position
The Client Support Specialist will provide technical assistance to clients utilizing ICE Mortgage Technology software solutions. This role involves resolving client problems efficiently, striving for first-call resolution, and ensuring service level attainment. The specialist will also identify and communicate product defects and enhancements, manage case backlogs, and meticulously document all client interactions within a CRM system. The position requires adherence to company and departmental guidelines for customer interaction and a commitment to consistent service delivery.
Requirements
- Three (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 Desktop and Mobile browser troubleshooting
- Demonstrated relevant competency in Microsoft Office products
- Demonstrated relevant competency in 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 Traceroute, Ping or nslookup
- 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
Nice To Haves
- Prior Encompass experience
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1-10 employees
