Mortgage Tech Support Specialist - Client Solutions

ICE; Provo (UT); On-site; USD 48,000 - 64,000; Full time

Job summary

Intercontinental Exchange, Inc. in Provo, UT is seeking a Client Support Specialist I to serve as a product expert, delivering timely technical and business support for ICE Mortgage Technology products and services.

You will resolve customer questions and errors encountered in their use of our platform. You will apply technical knowledge, strive for first-call resolution, document interactions thoroughly, and collaborate with teammates to maintain high customer satisfaction in a fast-paced,

Qualifications

• 2 years equivalent mortgage servicing or technical support experience.
• Ability to manage own time to department and team standards and expectations.
• Demonstrates basic competency in software application problem diagnosis, troubleshooting, and resolution.
• Customer focus and dedication to meeting customer requirements.
• Nimble learning and curiosity to quickly learn new concepts, policies, and technologies.
• Technical savviness and willingness to learn diverse technologies.
• Excellent customer service, organizational, analytical, and problem-solving skills.
• Team collaboration and strong communication abilities.
• Ability to prioritize and manage work in a fast-paced, high-volume environment.

Responsibilities

• Develop and apply technical and domain expertise to assist customers in the proper use of ICE Mortgage Technology software solutions.
• Resolve customer problems promptly with minimal assistance while maintaining satisfaction.
• Strive for first-call resolution and manage escalation rates per standards.
• Identify systemic customer-impacting issues and respond per procedure.
• Follow company guidelines for customer interaction and service.
• Collaborate with teammates and adhere to department policies.
• Maintain schedule adherence and manage case backlog.
• Document all customer interactions thoroughly in the case management system.

Skills

Customer service

Time management

Communication

Troubleshooting

Teamwork

Learning agility

Technical problem solving

Job description

Intercontinental Exchange, Inc. in Provo, UT is seeking a Client Support Specialist I to serve as a product expert, delivering timely technical and business support for ICE Mortgage Technology products and services.

You will resolve customer questions and errors encountered in their use of our platform. You will apply technical knowledge, strive for first-call resolution, document interactions thoroughly, and collaborate with teammates to maintain high customer satisfaction in a fast-paced,