Client Support Specialist

ICE Clear Europe Limited; Pune District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

ICE Clear Europe Limited is seeking a skilled Technical Support professional to assist clients with ICE Mortgage Technology software solutions. You will resolve issues with minimal guidance for most cases, ensure service levels, and maintain clear communication with clients.

Applicants should have 3 years of technical support experience or 1 year with a Bachelor's degree, and knowledge of mortgage processes, client/server architectures, and log analysis tools such as Splunk or Kibana.

Qualifications

• 3 years' technical support experience or 1 year experience and a Bachelor Degree or equivalent.
• Understanding of Client/Server Architecture, Windows, VPN and network troubleshooting tools such as Telnet, Traceroute or Ping
• Ability to analyze and decipher customer issues with processing, underwriting, closing and post-closing, and secondary marketing to include regulatory requirements, XML files, JSON files, system logs and investor guidelines
• Experience with Splunk, Kibana or other log analyzer tools
• Mortgage Banking Industry knowledge to a degree commensurate with responsibilities of the role
• Ability to manage own time to department and team standards and expectations
• Basic competency in mortgage process and loan origination systems (Encompass preferred)
• Collaborates, Communicates effectively, Customer Focus, Decision Quality, Technical Savvy

Responsibilities

• Assist clients in the use of ICE Mortgage Technology software solutions
• Resolve problems promptly with minimal assistance for 85% of cases
• Drive service level attainment per departmental standards
• Strive for first-call resolution with appropriate escalation
• Recognize and respond to systemic customer-impacting problems
• Participate in defect/enhancement feedback loop with status updates to the client
• Follow company and departmental guidelines for customer interaction
• Maintain consistent behaviors and delivery across the team
• Manage case backlog per standards
• Use knowledge base and resources to drive resolution
• Document all client interactions in CRM accurately

Skills

Technical support

Client/Server architecture

Windows

VPN

Network troubleshooting

XML/JSON processing

Log analysis tools

Mortgage Banking knowledge

Time management

Communication skills

Education

Bachelor’s degree or equivalent

Tools

Splunk

Kibana

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 as per 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 as per 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

• 3 years' technical support experience or 1 year experience and a Bachelor Degree or equivalent.
• Understanding of Client/Server Architecture, Windows, VPN and network troubleshooting tools such as Telnet, Traceroute or Ping
• An ability to analyze and decipher customer issues with processing, underwriting, closing and post-closing, and secondary marketing to include regulatory requirements, XML files, JSON files, system logs and investor guidelines
• Experience with Splunk, Kibana or other log analyzer tools
• Possesses job-relevant (Mortgage Banking Industry) and technical knowledge to a degree commensurate with the responsibilities of the role
• Possesses ability to manage own time to department and team standards and expectations
• An ability to demonstrate basic competency in the mortgage process and loan origination systems to the conceptual level. Preference for experience in using Encompass.
• Collaborates: Partners and works collaboratively to meet shared objectives. Cooperate; Fair; Trustworthy
• Communicates Effectively: Develops and delivers written and oral communications that are clear, instructive, and professional. This includes adapting communication style to the audience and setting. Delivers solutions with confidence.
• Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Gains trust and garners the respect of the customer
• Decision Quality: Makes sound, timely decisions. Consistently demonstrates good judgement and considers all relevant factors
• Technical Savvy: Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills. Capacity to understand technical concepts, processes, procedures, and tools