Overview
On Site
Full Time
Skills
Customer Support
ICE
Mortgage
Service Level
QoS
Customer Engagement
Management
Knowledge Base
Customer Relationship Management (CRM)
Customer Facing
Technical Support
Web Browsers
Microsoft Office
Microsoft Windows
Windows Registry
Soft Skills
Multitasking
SaaS
Client/server
Network
Splunk
ROOT
Analytical Skill
Adaptability
Salesforce.com
Microsoft Exchange
Job Details
Overview
Responsibilities
Knowledge and Experience
#LI-SF1
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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.
Responsibilities
- Leverage technical expertise to assist clients in the use of their ICE Mortgage Technology software solutions
- Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned
- 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
- Recognize and respond accordingly to systemic customer-impacting problems
- 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
- Manage case backlog to departmental standards
- 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
- Three (3) years' experience in a customer-facing technical support role or 1 year experience and a bachelor's degree or equivalent
- Demonstrated relevant competency in the following areas - Desktop and Mobile browser troubleshooting, Microsoft Office products, Windows Desktop including Windows Registry
- Proven effectiveness in a role that requires multi-tasking and strong customer soft skills
- Demonstrated ability to confidently deliver solutions and resolve issues
- Team-oriented, demonstrates a professional and cooperative attitude
- Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed
- Experience working in a SaaS environment
- Prior Encompass experience a plus
- Familiar with Client/Server Architecture and network troubleshooting tools such as Traceroute, Ping or nslookup
- Familiarity with Splunk or other log analyzer tools
- Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly
- 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
- Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback
- Analytical; proactive; creative problem solver
- Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers
- Act with integrity; demonstrate adaptability; execute consistently against job responsibilities
#LI-SF1
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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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.