Client Support Specialist I

Job Description

Job Purpose

The Client Support Specialist I acts as a subject-matter and product-area specialist to provide technical and business support to our customer base utilizing ICE Mortgage Technology products, services, platform technologies, and workflows. The Client Support Specialist I endeavors 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. The Client Support Specialist I may be deployed virtually to manage and drive resolution of escalated customer issues and may be called upon to assist support analysts in complex troubleshooting efforts.

Products supported include : Director, Passport, Bulk Data Extract (BDE), Actionable Intelligence Platform (AIP), Navigator, Portal, Loan Boarding, Single Sign On (SSO).

Responsibilities

• Develop and effectively apply learned technical and domain expertise to assist customers and team members in the intended and proper use of Ice Mortgage Technology software solutions.
• Resolve complex problems reported by the customer to the agent in a timely manner with minimal assistance for 95% of all cases assigned at six-month's tenure in the role while maintaining a satisfactory level of customer satisfaction.
• 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 with departmental standards.
• Recognize 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 behaviors toward teamwork and professionalism as defined by departmental standard.
• Drive 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.
• Mentor and assist Team Members in workload and understanding of the systems and departmental policies and procedures.

Knowledge And Experience

Skills Required

Passport, Director