Client Support Specialist

Job Description

Job Purpose

The Client Support Specialist acts as a support resource to our customer base utilizing ICE Mortgage Technology products, services, platform technologies, and workflows. The Client Support Specialist endeavours to deliver complete resolutions in a timely and consistent manner to address our customers' questions, concerns, and errors encountered in their use of, and interaction with IMT product and services within their business.

Responsibilities

• Develop and effectively apply learned technical and domain expertise to assist customers in the intended and proper use of mortgage-based software solutions.
• Resolve technical problems reported by the customer to the agent in a timely manner with minimal assistance for 85% of all cases assigned at six-month's tenure in the role while maintaining a satisfactory level of customer satisfaction.
• Support and drive service level attainment to departmental standards.
• Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates in accordance to departmental standards.
• Have awareness for, and develop recognition of systemic customer-impacting problems, and respond appropriately per departmental procedure.
• Understand and follow company and departmental guidelines and policies for customer interaction / customer service.
• Adopt and exhibit core behaviours toward teamwork and professionalism as defined by departmental standard.
• Manage customer interactions as set forth by department policy and procedure.
• Adhere to schedule as set forth by management.
• Manage case backlog to departmental standards.
• Thoroughly and accurately document details of all customer interactions in appropriate case management system.

Knowledge And Experience

Preferred Knowledge And Experience

Skills Required

Customer Service, Technical Support, Troubleshooting