Client Support Specialist

Intercontinental Exchange; Jacksonville (FL); On-site; USD 52,000 - 78,000; Full time

Job summary

Intercontinental Exchange in Jacksonville, FL is seeking a Client Support Specialist I to provide technical and business support for ICE Mortgage Technology products. You will act as a subject-matter expert, deliver timely resolutions, and guide customers through the use of our software and workflows.

Responsibilities include developing product knowledge, resolving issues with minimal assistance, aiming for first-call resolution, documenting customer interactions, and maintaining timely case

Qualifications

• 2 years equivalent mortgage servicing or technical support experience.
• Ability to manage own time to department and team standards and expectations.
• Basic competency in software application problem diagnosis, troubleshooting, and resolution.
• Customer focus: dedication to meeting customer expectations and building relationships.
• Excellent oral and written communication skills.
• Ability to prioritize and manage work in a fast-paced, high-volume environment.

Responsibilities

• Develop and apply technical and domain expertise to assist customers and team members in using ICE Mortgage Technology software solutions.
• Resolve customer problems in a timely manner with minimal assistance while maintaining satisfaction.
• Aim for first-call resolution while balancing completeness of resolution and quality of service.
• Document details of all customer interactions accurately in the case management system.
• Follow company guidelines for customer interaction and service and adhere to scheduling requirements.

Skills

Customer service

Time management

Technical troubleshooting

Analytical skills

Communication skills

Teamwork

Job description

Job Description

The Client Support Specialist I acts as a subject-matter expert and product specialist to provide technical and business support to our customer base utilizing ICE Mortgage Technology products, services, platform technologies, and workflows. The Client Support Specialist I endeavors to deliver complete resolutions in a timely and consistent manner to address our customers’ questions, concerns, and errors encountered in their use of, and interaction with ICE Mortgage Technology product and services within their business.

Products supported include: Bankruptcy and Foreclosure

Responsibilities

• Develop and effectively apply learned technical and domain expertise to assist customers and team members in the intended and proper use of Ice Mortgage Technology software solutions.


• Resolve problems reported by the customer in a timely manner with minimal assistance while maintaining a satisfactory level of customer satisfaction.


• Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates in accordance with departmental standards.


• Recognize systemic customer-impacting problems and respond appropriately per departmental procedure.


• Understand and follow company and departmental guidelines and policies for customer interaction/customer service.


• Adopt and exhibit core behaviors toward teamwork and professionalism as defined by departmental standards.


• Drive customer interactions as set forth by department policy and procedure.


• Adhere to schedule as set forth by management.


• Manage case backlog to departmental standards.


• Thoroughly and accurately document details of all customer interactions in appropriate case management system.

Knowledge and Experience

• 2 years equivalent mortgage servicing or technical support experience.


• Ability to manage own time to department and team standards and expectations.


• An ability to demonstrate basic competency in software application problem diagnosis, troubleshooting, and resolution.


• Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer.


• Nimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge. Ability to learn and apply the use of department, job, and role specific policies, processes, procedures, and technologies.


• 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. An aptitude for technical problem solving, including the ability to learn and adopt new technical concepts, processes, and troubleshooting procedures.


• Excellent customer service, organizational, analytical, and problem-solving skills


• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally


• Excellent oral and written communication skills


• Possesses an ability to manage own time to department and team standards and expectations.


• Ability to prioritize and manage work in fast paced high-volume environment

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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.