Mortgage Product Support Specialist

ICE; Provo (UT); On-site; USD 45,000 - 60,000; Full time

Job summary

Intercontinental Exchange, Inc. in Utah (Provo) is seeking a capable product support specialist for ICE Mortgage clients. You will resolve inquiries by phone and email, maintain client accounts, and ensure the quality and use of ICE software meets client needs.

Collaborate with Operations, Sales, and Product Management to drive client satisfaction and company initiatives while handling high-volume tickets, troubleshooting, and contributing to training resources.

Qualifications

• High school diploma or GED required.
• 1–3+ years in product or application support or a call center.
• Customer-facing experience in a call center.
• Experience with Salesforce or similar help desk systems.

Responsibilities

• Maintain and nurture the relationship with ICE clients, ensuring satisfaction and ongoing communication.
• Manage a high volume of incoming support tickets and respond promptly.
• Resolve customer concerns during installation, operation, maintenance or product application or compatibility matters.
• Troubleshoot issues with software applications and recommend corrective actions.
• Direct requests to the appropriate internal resource for resolution.
• Develop product expertise and contribute to training resources and best practices.
• Manage all aspects of customer support tickets across channels (phone, web, email).
• Document customer information and recurring issues to support quality programs.
• Reproduce client issues in test environments to analyze interactions with applications.
• Perform other related duties as assigned.

Skills

Phone support

Active listening

Written communication

Documentation skills

Problem solving

Multitasking

Education

High school diploma or GED

Tools

Salesforce

Job description

Intercontinental Exchange, Inc. in Utah (Provo) is seeking a capable product support specialist for ICE Mortgage clients. You will resolve inquiries by phone and email, maintain client accounts, and ensure the quality and use of ICE software meets client needs.

Collaborate with Operations, Sales, and Product Management to drive client satisfaction and company initiatives while handling high-volume tickets, troubleshooting, and contributing to training resources.