Military Spouse Connection Jobs

Overview

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 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 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 behaviors 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 *  2 years equivalent customer service or technical support experience. *  Possesses and ability to manage own time to department and team standards and expectations. *  Ability to Analyse and compare the conceptual and technical symptoms of a reported software problem to expected functionality and accurately identify the key differences, probable cause, and corrective course of action. *  An ability to demonstrate basic competency in software application problem diagnosis, troubleshooting, and resolution. *  Collaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy. *  Communicates Effectively: Develops and delivers, by written and oral communications, information which is clear, salient, and audience appropriate. Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one. Deliver salient information and complete solutions with confidence. *  Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer. *  Decision Quality: Makes sound, timely decisions toward agreed upon personal, company, and departmental/team objectives and goals. Consistently demonstrates good judgement; Considers relevant factors; Applies good practices and methodology to decision making. Understands and appropriately balances and prioritizes work efforts to operational needs. *  Nimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge. *  Technical Savvy: Exhibits a... For full info follow application link.

Intercontinental Exchange is an Equal Opportunity Employer and is committed to d iversity in its hiring and business practices.  All qualified candidates are encouraged to apply.