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.

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