Client Support Specialist II

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 interactions
• 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

Preferred Knowledge and Experience

• 3+ years technical support experience in a customer-facing technical role or equivalent
• Ability to interpret and understand scripting languages such as VB, JavaScript, REST, JSON, etc.
• Ability to test API via POSTMAN
• SQL familiarity, basic troubleshooting of DB exceptions, SQL queries, etc.
• User level experience with MS SQL or Oracle DB
• Understanding of Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute or Ping
• Programming experience with . NET
• Experience with Splunk, Kibana or other log analyzer tools
• Demonstrate relevant competency in one or more areas ICE Mortgage Technology (or industry related) products and services, or client-server business systems software
• Demonstrate competency in Windows server platform, Microsoft SQL database, SaaS browser-based applications, HTML, AWS, relevant web technologies, and networking
• Mortgage Industry experience preferred
• 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