Mortgage Tech Client Support Engineer

ICE; Jacksonville (FL); On-site; USD 40,000 - 60,000; Full time

Job summary

Intercontinental Exchange, Inc. seeks a Client Support Specialist to provide technical support for ICE Mortgage Technology products, services, platform technologies, and workflows. You will deliver complete resolutions in a timely, consistent manner as part of the front-line customer support team.

The role emphasizes resolving issues efficiently, documenting interactions in the CRM, and maintaining high service levels while supporting customer success.

Qualifications

• Underwriting experience preferred.
• Demonstrated ability to multitask with strong customer soft skills.
• Proven effectiveness in roles requiring multi-tasking and customer service.
• Demonstrated ability to confidently deliver solutions and resolve issues.
• Team-oriented with a professional, cooperative attitude.
• Flexible, can multi-task several priorities to completion.
• Makes timely and sound decisions based on all available input.
• Communicates effectively via written and spoken language.
• Maintains composure and professionalism under high-pressure conditions.
• Analytical; proactive; creative problem solver.
• Bias for action; adaptable and committed to customer success.
• Act with integrity; adaptability; execute responsibilities.

Responsibilities

• Resolve problems promptly with minimal assistance for most cases.
• Drive service level attainment to departmental standards.
• Aim for first-call resolution while balancing resolution completeness and quality with escalation rates.
• Identify systemic customer-impacting problems and respond accordingly.
• Provide feedback on defects and enhancements with status updates to the client.
• Follow company policies for customer interactions.
• Promote consistent behaviors and delivery across the team.
• Manage case backlog to departmental standards.
• Use knowledge base and all resources to drive resolutions.
• Document all client interactions in the CRM system.

Skills

Multi-tasking

Customer service

Analytical thinking

Problem solving

Communication

Team collaboration

Adaptability

Integrity

Underwriting

Tools

CRM system

Job description

Intercontinental Exchange, Inc. seeks a Client Support Specialist to provide technical support for ICE Mortgage Technology products, services, platform technologies, and workflows. You will deliver complete resolutions in a timely, consistent manner as part of the front-line customer support team.

The role emphasizes resolving issues efficiently, documenting interactions in the CRM, and maintaining high service levels while supporting customer success.