Mortgage Software Support Specialist

Intercontinental Exchange Holdings, Inc.; Provo (UT); On-site; USD 52,000 - 70,000; Full time

Job summary

Intercontinental Exchange, Inc. seeks a dedicated product support professional to assist ICE Mortgage clients via phone and email, ensuring issue resolution and account maintenance. You will collaborate with Operations, Sales, and Product Management to align client needs with company initiatives.

Typical work hours are 9:00 to 18:00, with responsibilities spanning ticket management, issue troubleshooting, and knowledge sharing to continuously improve support quality for enterprise customers.

Qualifications

• High school diploma or GED required.
• 1–3+ years of product and/or application support, customer-facing experience in a call center, or equivalent.
• Experience in troubleshooting and resolving customer issues.

Responsibilities

• Maintains and strengthens client relationships by ensuring satisfaction and effective communication.
• Responds promptly to a high volume of support tickets via phone, email, and web channels.
• Resolves customer concerns during installation, operation, maintenance, or product application.
• Troubleshoots software issues and recommends corrective actions.
• Directs unresolved issues to internal resources for timely resolution.
• Develops product expertise and shares knowledge with customers and internal teams.

Job description

Intercontinental Exchange, Inc. seeks a dedicated product support professional to assist ICE Mortgage clients via phone and email, ensuring issue resolution and account maintenance. You will collaborate with Operations, Sales, and Product Management to align client needs with company initiatives.

Typical work hours are 9:00 to 18:00, with responsibilities spanning ticket management, issue troubleshooting, and knowledge sharing to continuously improve support quality for enterprise customers.