Client Support Specialist

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 ICE Mortgage Technology product and services within their business. This role requires strong communication skills, problem-solving abilities, and a proactive approach to ensure client satisfaction.

Responsibilities

• Act as the first point of contact for clients reporting incidents and issues
• Leverage technical expertise to assist clients in the use of their ICE Mortgage Technology software solutions
• Diagnose and troubleshoot technical issues, providing timely and effective resolutions
• Recognize and respond accordingly to systemic customer-impacting problems
• Collaborate with internal teams to escalate and resolve complex incidents
• Monitor incident resolution progress and keep clients informed of status updates
• Ensure all incidents are resolved within agreed service level agreements (SLAs)
• Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates
• 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
• Stay up-to-date with product knowledge and industry best practices
• 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

• Bachelor's degree in a relevant field (e.g., Information Technology, Computer Science) with 1 year client support experience OR equivalent (2-3 years) experience in a customer-facing technical support role
• Proven experience in a client support or technical support role, preferably in incident management
• Strong problem-solving skills and attention to detail
• Proven effectiveness in a role that requires multi-tasking and strong customer soft-skills
• Demonstrated relevant competency in the following areas Adobe Acrobat, Microsoft Office products, Windows Desktop including Windows Registry
• PC Basic Setup, PC Hardware Troubleshooting & Understanding of Software/Hardware compatibility limitations
• Experience working in a SaaS environment
• Familiar with Client/Server Architecture including but not limited to VDI/Citrix/Virtualization, Network troubleshooting tools such as Telnet, Traceroute or Ping
• Awareness of Knowledge Center Support/Knowledge Article best practices, familiar with structuring process & procedure documentation
• 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
• Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly
• Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener
• Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback
• Analytical, proactive and creative problem solver
• Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers
• Act with integrity; demonstrate adaptability; execute consistently against job responsibilities