Client Support Specialist

Intercontinental Exchange (ICE); Provo (UT); Vor Ort; USD 42.000 - 54.000; Vollzeit

Zusammenfassung

Intercontinental Exchange, Inc. is seeking a Client Support Specialist I to act as a subject-matter expert and product specialist for ICE Mortgage Technology products. You will troubleshoot, resolve and document customer issues, ensuring timely and complete resolutions.

Responsibilities include applying technical and domain knowledge, achieving high customer satisfaction, and maintaining effective cross-team collaboration in a fast-paced environment.

Qualifikationen

• 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 requirements.
• Nimble Learning: learns concepts quickly; seeks knowledge.
• Technical Savvy: learns diverse technologies; can troubleshoot.

Aufgaben

• Develop and apply technical and domain expertise to assist customers and teammates.
• Resolve customer problems promptly with minimal assistance while ensuring satisfaction.
• Aim for first-call resolution while managing escalation rates.
• Identify systemic customer-impacting problems and respond per policy.
• Follow company guidelines for customer interactions and documentation.
• Exhibit teamwork and professionalism per departmental standards.
• Drive customer interactions according to policy and procedure.
• Adhere toManagement schedules and manage case backlog.
• Document all customer interactions accurately in the case management system.

Kenntnisse

Customer focus

Time management

Problem solving

Communication

Teamwork

Technical troubleshooting

Jobbeschreibung

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.