Client Support Associate

ICE

Key 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.

Qualifications

• Any bachelor’s degree or equivalent.
• Demonstrated relevant competency in:
• Adobe Acrobat
• 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.
• Familiar with Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute, or Ping.
• 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.