Responsibilities
Job Description
- 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. Preferen

📌 Client Support Specialist (Pune Division)
🏢 ICE
📍 Pune Division