Client Support Engineer – SaaS Mortgage Tech

ICE; Omaha (NE); On-site; USD 45,000 - 65,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking a Client Support Specialist to serve as a technical support resource for ICE Mortgage Technology products and workflows. You will work on frontline support delivering timely resolutions and high customer satisfaction, leveraging SaaS experience and strong communication skills.

You will document issues in CRM, participate in the defect/enhancement loop, and uphold departmental guidelines while supporting cross-functional teams.

Qualifications

• Three (3) years’ experience in a customer-facing technical support role or 1 year experience and a bachelor’s degree or equivalent.
• Experience in a SaaS environment.
• Familiar with Client/Server Architecture and network troubleshooting tools such as Traceroute, Ping or nslookup.
• Demonstrated ability to deliver solutions and resolve issues with strong communication.

Responsibilities

• Leverage technical expertise to assist clients in the use of 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 while maintaining quality of service.
• Maintain and promote consistent behaviors and delivery across the team.
• Thoroughly document details of all client interactions in CRM system.

Skills

Customer support

Technical troubleshooting

Multi-tasking

Communication skills

SaaS experience

Encompass experience

Education

Bachelor's degree or equivalent

Tools

Splunk

Traceroute

nslookup

CRM software

Job description

Intercontinental Exchange, Inc. is seeking a Client Support Specialist to serve as a technical support resource for ICE Mortgage Technology products and workflows. You will work on frontline support delivering timely resolutions and high customer satisfaction, leveraging SaaS experience and strong communication skills.

You will document issues in CRM, participate in the defect/enhancement loop, and uphold departmental guidelines while supporting cross-functional teams.