Client Support Specialist II, MLS (Multiple Listing Service)

Intercontinental Exchange Holdings, Inc.; Jacksonville (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking a Client Support Specialist II to act as a product-area specialist for ICE Mortgage Technology products, services, and workflows. You will provide timely resolutions and support to our customers via phone and email, and may assist other analysts in complex troubleshooting.

The role emphasizes strong communication, problem solving, and the ability to apply knowledge across situations in a fast-paced environment. Mortgage-related experience is beneficial.

Qualifications

• High school diploma or GED is required.
• At least 1 year in customer support/help desk or related role.
• Mortgage servicing or origination experience preferred.

Responsibilities

• Performs client support via phone and email.
• Reviews Paragon settings and collaborates with MLS boards.
• Performs other duties as assigned.

Skills

Customer service

Communication skills

Problem solving

Team collaboration

Education

High school diploma or GED

Job description

Overview

Job Purpose

The Client Support Specialist II acts as a subject-matter and product-area 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 II 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. The Client Support Associate may be deployed virtually to manage and drive resolution of escalated customer issues and may be called upon to assist support analysts in complex troubleshooting efforts.

Products supported include: MLS, Paragon, Paragon Connect

Responsibilities

• Performs Client support functions via phone and email
• Reviews application settings in Paragon and works directly with the MLS Boards
• Performs other related duties as assigned.

Knowledge and Experience

• A high school diploma or GED is required for this role
• Requires one (1) year customer support/help desk experience, mortgage servicing or origination experience
• Real Estate experience preferred
• Excellent customer service skills
• Ability to apply knowledge from one situation to the next to solve problems
• Ability to handle projects commensurate with job expectations
• Requires excellent presentation, writing, 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
• Flexibility, versatility, dependability
• Ability to prioritize and manage work in fast paced high volume environment

LI-MA2

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