Overview:
Work Hours: 10:00 am to 7:00 pm Central time
Responsibilities
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Leverage technical expertise to assist clients in the use of their ICE Mortgage Technology software solutions
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Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned
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Drive service level attainment to departmental standards
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Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates
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Recognize and respond accordingly to systemic customer-impacting problems
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Participate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the client
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Understand and follow company and departmental guidelines and policies for customer interaction
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Maintain and promote consistent behaviors and delivery across the team
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Manage case backlog to departmental standards
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Effectively use knowledge base, along with all resources available to drive resolution
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Thoroughly and accurately document details of all client interactions in CRM system
Knowledge and Experience
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Three (3) years’ experience in a customer-facing technical support role or 1 year experience and a bachelor’s degree or equivalent
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Demonstrated relevant competency in the following areas – Desktop and Mobile browser troubleshooting, Microsoft Office products, Windows Desktop including Windows Registry
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Proven effectiveness in a role that requires multi-tasking and strong customer soft skills
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Demonstrated ability to confidently deliver solutions and resolve issues
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Team-oriented, demonstrates a professional and cooperative attitude
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Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed
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Experience working in a SaaS environment
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Prior Encompass experience a plus
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Familiar with Client/Server Architecture and network troubleshooting tools such as Traceroute, Ping or nslookup
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Familiarity with Splunk or other log analyzer tools
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Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly
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Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener
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Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback
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Analytical; proactive; creative problem solver
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Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers
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Act with integrity; demonstrate adaptability; execute consistently against job responsibilities
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-: Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
