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 to 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 to 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

• Any bachelor’s degree or equivalent

• Demonstrated relevant competency in the following areas – Adobe Acrobat, Microsoft Office products, Windows Desktop including Windows Registry

• Proven effectiveness in a role that requires multi-tasking and strong customer soft skills

• Demonstrated ability to confidently deliver solutions and resolve issues

• Team-oriented, demonstrates a professional and cooperative attitude

• Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed

• Experience working in a SaaS setting

• Familiar with Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute or Ping

• Familiarity with Splunk or other log analyzer tools

• Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes probl

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