Client Support Specialist II – Mortgage Tech Expert

Intercontinental Exchange Holdings, Inc.; Jacksonville (FL); On-site; USD 52,000 - 76,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking a Client Support Specialist (Client Server) II to deliver technical and business support for ICE Mortgage Technology products, services, and workflows.

The role involves resolving customer questions, issues, and errors with timely, well-documented responses and collaborating with teammates on complex troubleshooting. Ideal candidates have 3+ years of customer service or technical support experience and mortgage servicing knowledge.

Qualifications

• Three plus years customer service or technical support experience.
• Mortgage servicing experience preferred.
• Ability to analyze and diagnose software problems and identify corrective actions.
• Strong time management and written/verbal communication skills.
• Willingness to collaborate and mentor teammates.

Responsibilities

• Develop and apply technical and domain knowledge to assist customers in ICE Mortgage Technology products.
• Resolve complex customer issues promptly with documentation and proper escalation when needed.
• Maintain service levels and drive adherence to departmental standards.
• Aim for first-contact resolution while balancing thoroughness and quality of service.
• Document all customer interactions in the case management system and share learnings with the team.

Skills

Customer service

Technical support

Mortgage servicing knowledge

Time management

Communication

Tools

Director

Passport

BDE

ICE BI

Navigator

Portal

Loan Boarding

SSO

Job description

Intercontinental Exchange, Inc. is seeking a Client Support Specialist (Client Server) II to deliver technical and business support for ICE Mortgage Technology products, services, and workflows.

The role involves resolving customer questions, issues, and errors with timely, well-documented responses and collaborating with teammates on complex troubleshooting. Ideal candidates have 3+ years of customer service or technical support experience and mortgage servicing knowledge.