Overview

 

Work Hours: 10:00 am to 7:00 pm Central time

 

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 assignedDrive service level attainment to departmental standardsStrive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation ratesRecognize and respond accordingly to systemic customer-impacting problemsParticipate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the clientUnderstand and follow company and departmental guidelines and policies for customer interactionMaintain and promote consistent behaviors and delivery across the teamManage case backlog to departmental standardsEffectively use knowledge base, along with all resources available to drive resolutionThoroughly 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 equivalentDemonstrated relevant competency in the following areas – Desktop and Mobile browser troubleshooting, Microsoft Office products, Windows Desktop including Windows RegistryProven effectiveness in a role that requires multi-tasking and strong customer soft skillsDemonstrated ability to confidently deliver solutions and resolve issuesTeam-oriented, demonstrates a professional and cooperative attitudeExhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when neededExperience working in a SaaS environmentPrior Encompass experience a plusFamiliar with Client/Server Architecture and network troubleshooting tools such as Traceroute, Ping or nslookupFamiliarity with Splunk or other log analyzer toolsMakes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordinglyCommunicate 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 listenerMaintain composure and professionalism under high-pressure conditions; open-minded; solicits feedbackAnalytical; proactive; creative problem solverBias for action; willingness to affect positive change; adaptable and committed to the success of our customersAct with integrity; demonstrate adaptability; execute consistently against job responsibilities

 

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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.