Mortgage SaaS Support Engineer

ICE; Omaha (NE); On-site; USD 60,000 - 90,000; Full time

Job summary

Intercontinental Exchange, Inc. seeks an experienced Technical Support Specialist for ICE Mortgage Technology to provide in-depth product support to clients by phone and email, resolving inquiries and ensuring accurate account administration.

You will collaborate with Operations, Sales, and Product Management, leverage knowledge of desktop troubleshooting, SaaS platforms, and CRM documentation to drive timely resolutions and uphold service standards.

Qualifications

• 3+ years in a customer-facing technical support role or 1+ year experience and a Bachelor’s degree or equivalent
• Proficiency in desktop browser troubleshooting, Microsoft Office products, Windows Desktop including Windows Registry
• Experience in a SaaS environment; familiarity with Client/Server Architecture and basic network tools (Telnet, Traceroute, Ping)
• Strong communication, multitasking, and analytical problem-solving abilities

Responsibilities

• Provide in-depth product support to ICE Mortgage clients via phone and e-mail.
• Resolve inquiries with minimal assistance for a majority of cases.
• Maintain accurate CRM documentation of all client interactions.
• Collaborate with Operations, Sales, and Product Management to ensure client satisfaction and company initiatives are met.
• Drive service levels and strive for first-call resolution.

Skills

Customer facing

Technical support

Communication skills

Multi-tasking

SaaS experience

Problem solving

Analytical thinking

Team player

Education

Bachelor’s degree or equivalent

Tools

Splunk

Job description

Intercontinental Exchange, Inc. seeks an experienced Technical Support Specialist for ICE Mortgage Technology to provide in-depth product support to clients by phone and email, resolving inquiries and ensuring accurate account administration.

You will collaborate with Operations, Sales, and Product Management, leverage knowledge of desktop troubleshooting, SaaS platforms, and CRM documentation to drive timely resolutions and uphold service standards.