Job Description:
Job Purpose

The Client Support Specialist acts as a support resource to our customer base utilizing ICE Mortgage Technology (IMT) products, services, platform technologies, and workflows. The Client Support Specialist endeavours to deliver complete resolutions in a timely and consistent manner to address our customers’ questions, concerns, and errors encountered in their use of, and interaction with IMT product and services within their business.
- Responsibilities
- Resolve technical problems reported by the customer to the agent in a timely manner with mínimal assistance for 85% of all cases assigned at six-month’s tenure in the role while maintaining a satisfactory level of customer satisfaction.
- Support and 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 in accordance to departmental standards.
- Have awareness for, and develop recognition of systemic customer-impacting problems,



and respond appropriately per departmental procedure.
- Understand and follow company and departmental guidelines and policies for customer interaction/customer service.
- Adopt and exhibit core behaviours toward teamwork and professionalism as defined by departmental standard.
- Manage customer interactions as set forth by department policy and procedure.
- Adhere to schedule as set forth by management.
- Manage case backlog to departmental standards.
- Thoroughly and accurately document details of all customer interactions in appropriate case management system.
- Knowledge and Experience
- 2 years equivalent customer service or technical support experience.
- Possesses and ability to manage own time to department and team standards and expectations.
- Ability to Analyse and compare the conceptual and technical symptoms of a reported software problem to expected functionality and accurately identify the ke

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