Job Description
Job Purpose
The Client Support Specialist acts as a support resource to our customer base utilizing ICE Mortgage Technology 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
Develop and effectively apply learned technical and domain expertise to assist customers in the intended and proper use of mortgage-based software solutions.
Resolve technical problems reported by the customer to the agent in a timely manner with minimal 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 c

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