Client Support Specialist I

Responsibilities :

• Act as a subject-matter and product-area specialist to provide technical and business support to customers using ICE Mortgage Technology products, services, platforms, and workflows.
• Deliver timely and consistent resolutions to customer questions, concerns, and errors encountered while using ICE Mortgage Technology products.
• Support complex troubleshooting efforts and assist support analysts as needed.
• Products supported include : Director, Passport, Bulk Data Extract (BDE), Actionable Intelligence Platform (AIP), Navigator, Portal, Loan Boarding, Single Sign-On (SSO).
• Apply technical and domain expertise to assist customers and team members in proper use of software solutions.
• Resolve complex customer problems with minimal assistance while maintaining high customer satisfaction levels.
• Strive for first-call resolution, balancing completeness of solution and quality of service while following technical escalation procedures.
• Identify systemic customer-impacting issues and respond according to departmental procedures.
• Follow company and departmental guidelines for customer interaction and service standards.
• Exhibit teamwork and professionalism as defined by departmental standards.
• Manage customer interactions, case backlog, and documentation in the case management system.
• Mentor and assist team members in understanding systems, policies, and procedures.
• Adhere to schedule and departmental service level standards.

Knowledge and Experience :

Skills Required

Time Management, Case Management, Software Support, Product Expertise, Mentoring