SaaS Client Support Specialist - Mortgage Tech

Intercontinental Exchange (ICE); Omaha (NE); On-site; USD 52,000 - 72,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking a Client Support Specialist to provide high-level technical support for ICE Mortgage Technology products and workflows.

You will be a frontline resource, delivering complete resolutions in a timely and consistent manner while maintaining excellent customer service. Responsibilities include leveraging technical expertise, resolving complex issues, and documenting interactions in CRM.

Qualifications

• 3 years’ experience in a customer-facing technical support role or 1 year experience and a bachelor’s degree or equivalent
• Demonstrated competency in Adobe Acrobat, Microsoft Office products, Windows Desktop including Windows Registry
• Proven effectiveness in a multi-tasking role with strong customer soft skills
• Ability to deliver solutions and resolve issues confidently
• Team-oriented with a professional and cooperative attitude
• Experience in a SaaS environment and familiarity with Client/Server Architecture and basic network troubleshooting tools

Responsibilities

• Leverage technical expertise to assist clients in the use of ICE Mortgage Technology software solutions
• Resolve problems in a timely manner with minimal assistance for 85% of cases
• Drive service level attainment to departmental standards
• Pursue first-call resolution while balancing thoroughness and quality of service
• Identify and respond to systemic customer-impacting problems
• Document details of client interactions in the CRM system
• Contribute to defect/enhancement loop by reporting issues and status updates

Skills

Customer support

Multi-tasking

Communication

Education

Bachelor’s degree or equivalent

Tools

Adobe Acrobat

Microsoft Office

Windows Registry

Telnet

Traceroute

Ping

Splunk

Job description

Intercontinental Exchange, Inc. is seeking a Client Support Specialist to provide high-level technical support for ICE Mortgage Technology products and workflows.

You will be a frontline resource, delivering complete resolutions in a timely and consistent manner while maintaining excellent customer service. Responsibilities include leveraging technical expertise, resolving complex issues, and documenting interactions in CRM.