Job Description
Overview Working Hours: M-F from 10:30am - 7:00pm CT. 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
- The schedule for this position will be 10:30am - 7:00pm CT.
Knowledge and Experience - 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 - Adobe Acrobat, Microsoft Office products, Windows Desktop including Windows Registry
- PC Basic Setup, PC Hardware Troubleshooting & Understanding of Software/Hardware compatibility limitations
- Experience working in a SaaS environment
- Familiar with Client/Server Architecture including but not limited to VDI/Citrix/Virtualization.
- Network troubleshooting tools such as Telnet, Traceroute or Ping
- Familiarity with Splunk or other log analyzer tools
- Awareness of Knowledge Center Support/Knowledge Article best practices, Familiar with structuring process & procedure documentation
- 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
- 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
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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.
Job Tags
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