Client Support Associate

ICE Clear Europe Limited; Pune District; On-site; INR 500,000 - 900,000; Full time

Job summary

ICE Clear Europe Limited is seeking a client support professional in Pune to help customers navigate ICE Mortgage Technology software. The role emphasizes fast, accurate problem resolution, effective use of knowledge bases, and close adherence to service levels.

Collaboration with a team and clear communication are essential. You'll resolve issues across a SaaS environment, document interactions in the CRM, and contribute to continual improvement by reporting defects and enhancement ideas.

Qualifications

• Bachelor's degree or equivalent.
• Proven competency in Adobe Acrobat, MS Office and Windows Registry.
• Experience in a SaaS environment with strong multitasking and customer skills.
• Ability to deliver solutions and resolve issues confidently.
• Team-oriented with professional attitude and adaptability.

Responsibilities

• Assist clients in using ICE Mortgage Technology software solutions.
• Resolve problems promptly with minimal assistance for most cases.
• Maintain service level attainment to departmental standards.
• Aim for first-call resolution while ensuring quality and appropriate escalation.
• Recognize systemic problems and respond accordingly.
• Document client interactions thoroughly in the CRM.
• Follow company guidelines for customer interactions and teamwork.
• Manage case backlog within departmental standards.
• Use knowledge bases and resources to drive resolution.
• Contribute to defect/enhancement feedback loop with status updates.

Skills

Adobe Acrobat

MS Office

Windows Registry

SaaS experience

Networking tools

Splunk

Communication skills

Multi-tasking

Problem solving

Education

Bachelor's degree

Tools

Telnet

Traceroute

Ping

Splunk

Job description

Job Description

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