Mortgage Tech Client Success Specialist

Intercontinental Exchange (ICE); Provo (UT); Presencial; USD 42.000 - 54.000; Jornada completa

Descripción de la vacante

Intercontinental Exchange, Inc. is seeking a Client Support Specialist I to act as a subject-matter expert and product specialist for ICE Mortgage Technology products. You will troubleshoot, resolve and document customer issues, ensuring timely and complete resolutions.

Responsibilities include applying technical and domain knowledge, achieving high customer satisfaction, and maintaining effective cross-team collaboration in a fast-paced environment.

Formación

• 2 years equivalent mortgage servicing or technical support experience.
• Ability to manage own time to department and team standards and expectations.
• Basic competency in software application problem diagnosis, troubleshooting, and resolution.
• Customer Focus: dedication to meeting customer expectations and requirements.
• Nimble Learning: learns concepts quickly; seeks knowledge.
• Technical Savvy: learns diverse technologies; can troubleshoot.

Responsabilidades

• Develop and apply technical and domain expertise to assist customers and teammates.
• Resolve customer problems promptly with minimal assistance while ensuring satisfaction.
• Aim for first-call resolution while managing escalation rates.
• Identify systemic customer-impacting problems and respond per policy.
• Follow company guidelines for customer interactions and documentation.
• Exhibit teamwork and professionalism per departmental standards.
• Drive customer interactions according to policy and procedure.
• Adhere toManagement schedules and manage case backlog.
• Document all customer interactions accurately in the case management system.

Conocimientos

Customer focus

Time management

Problem solving

Communication

Teamwork

Technical troubleshooting

Descripción del empleo

Intercontinental Exchange, Inc. is seeking a Client Support Specialist I to act as a subject-matter expert and product specialist for ICE Mortgage Technology products. You will troubleshoot, resolve and document customer issues, ensuring timely and complete resolutions.

Responsibilities include applying technical and domain knowledge, achieving high customer satisfaction, and maintaining effective cross-team collaboration in a fast-paced environment.