SaaS Technical Client Support Specialist

ICE; Jacksonville (FL); On-site; USD 55,000 - 85,000; Full time

Job summary

ICE Mortgage Technology seeks a Client Support Specialist to serve as the front-line technical resource for our clients. You will assist with installation, configuration, and usage, escalating to backline engineers per guidelines to ensure complete issue resolution.

Key focus areas include delivering timely solutions, achieving first-contact resolution where possible, and maintaining detailed CRM records while adhering to policies and knowledge-base processes.

Qualifications

• 3 years’ experience in a customer-facing technical support role or 1 year and a bachelor’s degree or equivalent.
• Competency in Windows, Office, REST APIs, SQL Server, relational databases, SaaS apps, JavaScript or Python, HTML, CSS.
• Experience in SaaS environments; ability to read and troubleshoot code and log data.

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.
• Strive for first-call resolution while coordinating with backline engineers as needed.
• Recognize systemic customer-impacting problems and respond accordingly.
• Document client interactions thoroughly in CRM and support knowledge base.
• Participate in defect/enhancement loops by communicating status to clients.
• Follow company policies for customer interaction and team collaboration.
• Manage case backlog and ensure consistent delivery across the team.
• Escalate appropriately and maintain professional, multi-tasking behavior.

Skills

Customer-facing experience

Analytical thinking

Multi-tasking

Effective communication

Bias for action

Education

Bachelor’s degree or equivalent

Tools

Microsoft Windows

Microsoft Office

REST APIs

SQL Server

Relational Databases

SaaS browser-based apps

JavaScript

Python

HTML

CSS

Splunk

Job description

ICE Mortgage Technology seeks a Client Support Specialist to serve as the front-line technical resource for our clients. You will assist with installation, configuration, and usage, escalating to backline engineers per guidelines to ensure complete issue resolution.

Key focus areas include delivering timely solutions, achieving first-contact resolution where possible, and maintaining detailed CRM records while adhering to policies and knowledge-base processes.