Client Support Associate

ICE; Pune District; On-site; INR 500,000 - 700,000; Full time

Job summary

ICE is seeking a results-driven support professional to assist clients in leveraging ICE Mortgage Technology software solutions in Pune, India. You will resolve issues promptly, aim for 85% first-call resolution, and maintain service levels aligned with departmental standards.

Ideal candidates will have a Bachelor's degree, strong knowledge of Windows, Adobe Acrobat, and Microsoft Office, plus experience with SaaS environments.

Qualifications

• Bachelor's degree or equivalent
• Proficient with Adobe Acrobat and Microsoft Office
• Experience in SaaS environments
• Strong multi-tasking and customer-facing skills
• Team-oriented with professional attitude
• Ability to multi-task priorities to completion
• Proficient in network troubleshooting tools like Telnet/Traceroute/Ping
• Familiar with Splunk or similar log analyzers
• Effective written and spoken communication under pressure
• Data-driven, analytical, proactive problem solver

Responsibilities

• Leverage technical expertise to assist clients in using ICE Mortgage Technology software solutions
• Resolve problems promptly with minimal assistance for 85% of cases
• Drive service level attainment to departmental standards
• Strive for first-call resolution while ensuring quality and proper escalation
• Identify systemic customer-impacting problems and respond appropriately
• Contribute to defect/enhancement loop by reporting issues and updates
• Adhere to company and departmental guidelines for customer interactions
• Maintain consistent behaviors and delivery across the team
• Manage case backlog to departmental standards
• Use knowledge base and all resources to drive resolution
• Document client interactions thoroughly in the CRM

Skills

Adobe Acrobat

Microsoft Office

Windows Registry

SaaS experience

Customer service

Education

Bachelor's degree or equivalent

Tools

Splunk

Traceroute

Job description

• 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

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

• Any 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