Client Support Specialist I

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 ICE Mortgage Technology product and services within their business. This role requires strong communication skills, problem-solving abilities, and a proactive approach to ensure client satisfaction.

Responsibilities

• Act as the first point of contact for clients reporting incidents and issues
• Leverage technical expertise to assist clients in the use of their ICE Mortgage Technology software solutions
• Diagnose and troubleshoot technical issues, providing timely and effective resolutions
• Recognize and respond accordingly to systemic customer-impacting problems
• Collaborate with internal teams to escalate and resolve complex incidents
• Monitor incident resolution progress and keep clients informed of status updates
• Ensure all incidents are resolved within agreed service level agreements (SLAs)
• Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates
• Participate in the product defect / enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the client
• Understand and follow company and departmental guidelines and policies for customer interaction
• Maintain and promote consistent behaviors and delivery across the team
• Stay up-to-date with product knowledge and industry best practices
• Effectively use knowledge base, along with all resources available to drive resolution
• Thoroughly and accurately document details of all client interactions in CRM system

Knowledge And Experience

Skills Required

traceroute , Citrix, Windows Desktop, Adobe Acrobat, Ping, Telnet, Vdi