Mortgage Tech Support Specialist

Intercontinental Exchange; Jacksonville (FL); On-site; USD 52,000 - 78,000; Full time

Job summary

Intercontinental Exchange in Jacksonville, FL is seeking a Client Support Specialist I to provide technical and business support for ICE Mortgage Technology products. You will act as a subject-matter expert, deliver timely resolutions, and guide customers through the use of our software and workflows.

Responsibilities include developing product knowledge, resolving issues with minimal assistance, aiming for first-call resolution, documenting customer interactions, and maintaining timely case

Qualifications

• 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 building relationships.
• Excellent oral and written communication skills.
• Ability to prioritize and manage work in a fast-paced, high-volume environment.

Responsibilities

• Develop and apply technical and domain expertise to assist customers and team members in using ICE Mortgage Technology software solutions.
• Resolve customer problems in a timely manner with minimal assistance while maintaining satisfaction.
• Aim for first-call resolution while balancing completeness of resolution and quality of service.
• Document details of all customer interactions accurately in the case management system.
• Follow company guidelines for customer interaction and service and adhere to scheduling requirements.

Skills

Customer service

Time management

Technical troubleshooting

Analytical skills

Communication skills

Teamwork

Job description

Intercontinental Exchange in Jacksonville, FL is seeking a Client Support Specialist I to provide technical and business support for ICE Mortgage Technology products. You will act as a subject-matter expert, deliver timely resolutions, and guide customers through the use of our software and workflows.

Responsibilities include developing product knowledge, resolving issues with minimal assistance, aiming for first-call resolution, documenting customer interactions, and maintaining timely case