Client Support Associate

Job Description

Job Title: Client Support Associate / Technical Support Work Mode: Hybrid (In-office at least 4 days a week, 1-day WFH) Location: Pune(Magarpatta) Experience: 0(fresher) to 1 year experience Shift allowances are available Cab facilities are available for Female. Ke y Responsibilities: Provide technical support for ICE Mortgage Technology software solutions. Resolve 85% of assigned cases independently and on time. Strive for first-call resolution while maintaining quality and balancing escalation rates. Recognize and resolve systemic customer-impacting problems. Accurately document client interactions in the CRM system. Use tools like knowledge bases and log analyzers to troubleshoot and resolve issues. Manage case backlog according to departmental standards. Participate in product defect and enhancement feedback loops. Key Skills: Technical Support Client Support Excellent English Communication Experience with Microsoft Office, Adobe Acrobat, and Windows Registry. Familiarity with SaaS environments, Client/Server Architecture, and network troubleshooting tools (e.g., Telnet, Traceroute, Ping). Exposure to log analyzer tools like Splunk. Education Requirements: BCA or B.Sc. in Computer Science (mandatory), B.Tech, or a Master's degree with a computer background. Any other degree with a computer background will also be considered.