Client Support Associate

ICE Clear Europe Limited; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

ICE Clear Europe Limited in Pune, India seeks a customer support professional to assist clients using ICE Mortgage Technology software. You will resolve issues with minimal supervision, ensure timely responses, and maintain high service levels.

You will document interactions in the CRM, utilize knowledge bases, and participate in the defect/enhancement loop. The role requires a bachelor’s degree and experience in SaaS, with strong communication and analytical skills.

Qualifications

• Any bachelor’s degree or equivalent.
• Competency in Adobe Acrobat, Microsoft Office, Windows Desktop including Registry.
• Proven multitasking ability and strong customer soft skills.
• Demonstrated ability to deliver solutions and resolve issues.
• Team-oriented with professional attitude.
• Experience in a SaaS environment.
• Familiar with Client/Server Architecture and network troubleshooting tools (Telnet, Traceroute, Ping).
• Familiarity with Splunk or similar log analyzer tools.
• Strong written and spoken communication; able to work under pressure.

Responsibilities

• Assist clients in using ICE Mortgage Technology software solutions.
• Resolve problems promptly with minimal assistance for 85% of cases.
• Maintain service levels and strive for first-call resolution.
• Document client interactions thoroughly in the CRM system.

Skills

Adobe Acrobat

Microsoft Office

Windows Registry

Soft skills

SaaS experience

Troubleshooting

Log analysis

Education

Bachelor’s degree or equivalent

Tools

Splunk

Telnet

Traceroute

Ping

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