Mortgage Tech Client Support Specialist

ICE Clear Europe Limited; Jacksonville, Provo (FL, UT); Presencial; USD 25.000 - 39.000; Jornada completa

Descripción de la vacante

Intercontinental Exchange, Inc. is seeking a Client Support Specialist I to provide technical and business support for ICE Mortgage Technology products, services, workflows, and platforms.

You will address customer questions and errors to deliver timely resolutions and maintain satisfaction. Responsibilities include applying technical/domain expertise, aiming for first-call resolution, documenting interactions, and adhering to department policies.

Formación

• 2 years mortgage servicing or technical support experience.
• Strong time-management and organizational skills.
• Ability to diagnose, troubleshoot, and resolve software issues.
• Excellent written and verbal communication.

Responsabilidades

• Develop and apply technical/domain expertise to assist customers.
• Resolve customer problems quickly with minimal assistance.
• Strive for first-call resolution with proper escalation rates.
• Recognize systemic customer-impacting problems and respond per procedures.
• Follow company policies for customer interactions.
• Collaborate with teammates professionally.
• Drive customer interactions per department policy.
• Adhere to management schedules.
• Manage case backlog to standards.
• Document all customer interactions in case management system.

Conocimientos

Customer service

Time management

Technical troubleshooting

Communication skills

Team collaboration

Prioritization

Learning agility

Descripción del empleo

Intercontinental Exchange, Inc. is seeking a Client Support Specialist I to provide technical and business support for ICE Mortgage Technology products, services, workflows, and platforms.

You will address customer questions and errors to deliver timely resolutions and maintain satisfaction. Responsibilities include applying technical/domain expertise, aiming for first-call resolution, documenting interactions, and adhering to department policies.