Overview

Job Purpose

The Help Desk Agent is responsible for answering all Member and non-Member inquiries received via phone, email, or fax. Help Desk Agents will have working knowledge of all MERS Systems and have an understanding of mortgage/legal related terminology as well as mortgage/legal documents. Help Desk Agents must be able to work in a fast-paced environment and have strong communication and problem-solving skills.

 

Hours:  Must be able to work the hours of 10:00 am to 6:00 pm MST

 

Responsibilities

Answer Member and non-Member inquiries via phone, email, and faxAbility to work in all MERS Systems and databases.Track all inquiries in ticketing databaseMaintain production requirements as defined in the client’s Service Level AgreementMaintain and follow all Standard Operating ProceduresIdentify and escalate situations requiring urgent attentionMust stay current with all system information, changes and updates regarding Member information or MERS operations.

 

Knowledge and Experience

2+ years of Service Desk or Technical Help Desk experience, preferredMortgage/Legal Industry knowledge, preferredSome college, preferredExperience in a corporate environmentStrong communication skills (written and oral)Ability to multi-taskAbility to work in a fast-paced environmentStrong Computer/Technical Skills preferredRelated experience in customer service environmentAnalytical with good problem-solving skillsAttention to detailFlexiblePunctualReliable and able to meet deadlines within Service LevelsStrong organizational skillsMust be able to work in a team environment and maintain a positive attitudeAbility to mentor and train others

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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.