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

Knowledge and Experience

• 3 years experience in a customer-facing technical support role or 1 year experience and a bachelors 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

Schedule

This role offers work from home flexibility of up to 2 days per week.