Mortgage Tech Client Support Specialist

ICE Clear Europe Limited; Nebraska; On-site; USD 65,000 - 90,000; Full time

Job summary

Intercontinental Exchange, Inc. seeks a Client Support Specialist to provide high-level technical support for ICE Mortgage Technology products.

You will troubleshoot issues in desktop/mobile environments, document client interactions, and strive for first-call resolutions while maintaining service standards. Role requires strong communication, multi-tasking, and experience in a SaaS setting; familiarity with Splunk and basic network tools is a plus.

Qualifications

• Three years of experience in a customer-facing technical support role or 1 year with a bachelor’s degree or equivalent.
• Proficiency in desktop and mobile browser troubleshooting and Microsoft Office.
• Experience in a SaaS environment with strong multi-tasking and customer soft skills.
• Ability to deliver solutions and resolve issues with discretion and professionalism.
• Familiarity with client/server architecture and basic network tools (Traceroute, Ping, nslookup).

Responsibilities

• Provide technical support for ICE Mortgage Technology products, services, and workflows.
• Resolve problems in a timely manner with minimal assistance for the majority of cases.
• Drive service level attainment to departmental standards and aim for first-call resolution.
• Document all client interactions accurately in the CRM system.
• Utilize knowledge bases and logs to drive root-cause analysis and issue escalation when needed.
• Collaborate with teammates to maintain consistent delivery and customer satisfaction.
• Recognize systemic issues and participate in defect/enhancement feedback loops.

Skills

Customer-focused

Technical troubleshooting

Multitasking

Strong communication

SaaS experience

Team-oriented

Problem solving

Education

Bachelor's degree or equivalent experience

Tools

Splunk

CRM systems

Job description

Intercontinental Exchange, Inc. seeks a Client Support Specialist to provide high-level technical support for ICE Mortgage Technology products.

You will troubleshoot issues in desktop/mobile environments, document client interactions, and strive for first-call resolutions while maintaining service standards. Role requires strong communication, multi-tasking, and experience in a SaaS setting; familiarity with Splunk and basic network tools is a plus.