Mortgage Tech Support Specialist

ICE Clear Europe Limited; Utah; On-site; USD 45,000 - 65,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking a dedicated product support professional to assist ICE Mortgage clients by resolving inquiries via phone and email, while administering client accounts and ensuring software satisfaction.

Collaboration with Operations, Sales, and Product Management will help meet client needs and company initiatives. Responsibilities include managing high volumes of tickets, troubleshooting software, documenting issues, and sharing knowledge to improve training

Qualifications

• High school diploma or GED.
• Requires 1-3+ years of product and/or application support, customer-facing experience in a call center, or other relevant work experience.

Responsibilities

• Maintain client relationships, ensure satisfaction and effective communication.
• Manage high volume support tickets and respond promptly.
• Resolve customer issues from installation to product application or compatibility matters.
• Troubleshoot software applications and recommend fixes.
• Route requests to internal resources for resolution.
• Develop product expertise and contribute to training resources.
• Manage all support tickets end-to-end via phone, web, and email.
• Document customer information and recurring issues to support product quality programs.
• Reproduce client issues in test environment to aid resolution.
• Perform other related duties as assigned.

Skills

Customer service

Communication

Multi-tasking

Problem-solving

Active listening

Education

High school diploma or GED

Tools

Salesforce

CRM systems

Job description

Intercontinental Exchange, Inc. is seeking a dedicated product support professional to assist ICE Mortgage clients by resolving inquiries via phone and email, while administering client accounts and ensuring software satisfaction.

Collaboration with Operations, Sales, and Product Management will help meet client needs and company initiatives. Responsibilities include managing high volumes of tickets, troubleshooting software, documenting issues, and sharing knowledge to improve training