Mortgage Tech Support Specialist, Client Success

Intercontinental Exchange Holdings, Inc.; Jacksonville (FL); On-site; USD 52,000 - 70,000; Full time

Job summary

Intercontinental Exchange, Inc. in Jacksonville, Florida is seeking a Client Support Specialist I to provide technical and business support for ICE Mortgage Technology products, services, platform technologies, and workflows, delivering complete resolutions to customers’ questions and errors in a timely, consistent manner.

Responsibilities include applying product knowledge to assist customers, pursuing first-call resolution, documenting interactions in the case management system, managing case

Qualifications

• 2 years equivalent mortgage servicing or technical support experience.
• Ability to manage own time to department standards.
• Excellent oral and written communication skills.
• Customer focus: builds relationships and earns trust.
• Nimble learning: quickly learns concepts and applies knowledge.
• Technical savvy: learns and adopts new technologies.

Responsibilities

• Develop and apply technical and domain expertise to assist customers with ICE Mortgage Technology solutions.
• Resolve customer issues in a timely manner with minimal assistance while maintaining satisfaction.
• Strive for first-call resolution while maintaining service quality.
• Document details of all customer interactions in the case management system.
• Adhere to company policies for customer interactions and teamwork.
• Manage schedule and case backlog to departmental standards.

Skills

Customer service

Analytical skills

Problem solving

Time management

Communication skills

Teamwork

Prioritization

Job description

Intercontinental Exchange, Inc. in Jacksonville, Florida is seeking a Client Support Specialist I to provide technical and business support for ICE Mortgage Technology products, services, platform technologies, and workflows, delivering complete resolutions to customers’ questions and errors in a timely, consistent manner.

Responsibilities include applying product knowledge to assist customers, pursuing first-call resolution, documenting interactions in the case management system, managing case