Mortgage Client Success & Tech Support Specialist

ICE; Jacksonville (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Intercontinental Exchange, Inc. (ICE) provides in-depth product support for ICE Mortgage clients, resolving inquiries via phone and email and ensuring client accounts meet requirements. Collaboration with Operations, Sales, and Product Management supports client satisfaction and corporate initiatives.

Work hours are 9:00 to 6:00 pm. The role involves handling a high volume of tickets, problem resolution, and developing product expertise for internal teams and customers.

Qualifications

• 1–3+ years of product and/or application support or customer-facing call center experience.
• High school diploma or GED required.
• Experience with Salesforce or similar help desk systems preferred.

Responsibilities

• Maintains and fosters relationships with clients, ensuring satisfaction and communication.
• Manages a high volume of support tickets and responds promptly.
• Resolves issues during installation, operation, maintenance, or product application matters.
• Troubleshoots software applications and recommends corrective actions.
• Directs requests to appropriate internal resources for resolution.
• Builds product expertise and contributes to training resources and best practices.
• Documents customer information and recurring issues to support product quality and development.
• Replicates client issues in test environments to analyze interactions with applications.

Skills

Phone handling

Active listening

Oral communication

Written communication

Documentation

Analytical thinking

Problem solving

Multi-tasking

Time management

Customer service

Education

High school diploma or GED

Related technical certification

Tools

Salesforce

Job description

Intercontinental Exchange, Inc. (ICE) provides in-depth product support for ICE Mortgage clients, resolving inquiries via phone and email and ensuring client accounts meet requirements. Collaboration with Operations, Sales, and Product Management supports client satisfaction and corporate initiatives.

Work hours are 9:00 to 6:00 pm. The role involves handling a high volume of tickets, problem resolution, and developing product expertise for internal teams and customers.