Mortgage Tech Support Specialist II

ICE; Jacksonville (FL); On-site; USD 52,000 - 76,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking a Client Support Specialist II for ICE Mortgage Technology in Jacksonville, FL to provide technical and business support to our customer base across Director, Passport, Bulk Data Extract, ICE Business Intelligence, Navigator, Portal, Loan Boarding and SSO.

This role demands delivering complete resolutions in a timely, consistent manner, documenting all interactions, and mentoring teammates while maintaining service levels.

Qualifications

• Three plus years customer service or technical support experience.
• Three plus years mortgage servicing experience preferred.
• Ability to analyze software problems and determine corrective actions.
• Customer-focused with strong teamwork and communication.

Responsibilities

• Develop and apply technical and domain expertise to assist customers and teammates.
• Resolve complex customer problems promptly with minimal assistance for most cases.
• Drive service level attainment to departmental standards.
• Strive for first-call resolution while maintaining quality and proper escalation.
• Document all customer interactions thoroughly in the case management system.
• Mentor teammates in workload and system policies.

Skills

Customer service

Technical support

Mortgage knowledge

Problem solving

Job description

Intercontinental Exchange, Inc. is seeking a Client Support Specialist II for ICE Mortgage Technology in Jacksonville, FL to provide technical and business support to our customer base across Director, Passport, Bulk Data Extract, ICE Business Intelligence, Navigator, Portal, Loan Boarding and SSO.

This role demands delivering complete resolutions in a timely, consistent manner, documenting all interactions, and mentoring teammates while maintaining service levels.