Job Description **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 as per 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 as per 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' technical support experience or 1 year experience and a Bachelor's Degree or equivalent. + Understanding of Client/Server Architecture, Windows, VPN and network troubleshooting tools such as Telnet, Traceroute or Ping + An ability to analyze and decipher customer issues with processing, underwriting, closing and post-closing,



and secondary marketing to include regulatory requirements, XML files, JSON files, system logs and investor guidelines + Experience with Splunk, Kibana or other log analyzer tools + Possesses job-relevant (Mortgage Banking Industry) and technical knowledge to a degree commensurate with the responsibilities of the role + Possesses ability to manage own time to department and team standards and expectations + An ability to demonstrate basic competency in the mortgage process and loan origination systems to the conceptual level. Preference for experience in using Encompass. + Collaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy + Communicates Effectively: Develops and delivers written and oral communications that are clear, instructive, and professional. This includes adapting communication style to the audience and setting. Delivers solutions with confidence. + Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Gains trust and garners the respect of the customer + Decision Quality: Makes sound, timely decisions. Consistently demonstrates valuable judgement and considers all relevant factors + Technical Savvy: Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills. Capacity to understand technical concepts, processes, procedures, and tools

📌 Client Support Specialist (Pune)
🏢 Intercontinental Exchange
📍 Pune