Technical Support Engineer - SaaS Client Solutions

ICE Clear Europe Limited; Jacksonville, Omaha (FL, NE); On-site; USD 55,000 - 80,000; Full time

Job summary

ICE Clear Europe Limited is seeking a Client Support Specialist to provide technical assistance for ICE Mortgage Technology products and workflows. You will resolve issues, document interactions, and help maintain high customer satisfaction in a fast-paced SaaS environment.

The role emphasizes strong communication, multitasking, and problem-solving skills, with an emphasis on first-call resolution and timely escalations as needed. Equal Opportunity Employer.

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 role that requires multi-tasking and strong customer soft skills
• Demonstrated ability to confidently deliver solutions and resolve issues
• Team-oriented, professional and cooperative attitude
• Experience in SaaS environment
• Familiar with Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute or Ping
• Familiarity with Splunk or other log analyzer tools
• Strong written and spoken communication; urgency and outcomes understood without perfect information
• Maintains composure and professionalism under pressure; open-minded; receptive to feedback
• Analytical, proactive, creative problem solver
• Bias for action; adaptable and committed to customer success
• Act with integrity; adaptable; execute consistently against responsibilities

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 all cases assigned
• Drive service level attainment to departmental standards
• Strive for first-call resolution while maintaining quality of service
• Recognize and respond to systemic customer-impacting problems
• Communicate status updates for defects/enhancements to clients
• Follow guidelines and policies for customer interaction
• Maintain consistent behaviors and delivery across the team
• Manage case backlog to departmental standards
• Utilize knowledge base and resources to drive resolution
• Document details of all client interactions in CRM system

Skills

Customer service

Multi-tasking

Communication

Analytical thinking

Problem solving

Team player

Bias for action

Adaptability

Education

Bachelor’s degree or equivalent

Tools

Adobe Acrobat

Microsoft Office

Windows Desktop

Windows Registry

Telnet

Traceroute

Ping

Splunk

Job description

ICE Clear Europe Limited is seeking a Client Support Specialist to provide technical assistance for ICE Mortgage Technology products and workflows. You will resolve issues, document interactions, and help maintain high customer satisfaction in a fast-paced SaaS environment.

The role emphasizes strong communication, multitasking, and problem-solving skills, with an emphasis on first-call resolution and timely escalations as needed. Equal Opportunity Employer.