Client Support Specialist

The Client Support Specialist acts as a support resource to the customer base utilizing ICE Mortgage Technology products, services, platform technologies, and workflows. You will deliver complete resolutions in a timely manner to address customer questions, concerns, and errors encountered in their use of ICE Mortgage Technology products and services. This role requires strong communication skills, problem-solving abilities, and a proactive approach to ensure client satisfaction. As a Client Support Specialist, your responsibilities include being the first point of contact for clients reporting incidents and issues. You will leverage technical expertise to assist clients in the use of ICE Mortgage Technology software solutions, diagnose and troubleshoot technical issues, recognize systemic customer-impacting problems, and collaborate with internal teams to escalate and resolve complex incidents. Monitoring incident resolution progress, ensuring all incidents are resolved within agreed service level agreements, and striving for first-call resolution are key aspects of this role. You should participate in the product defect/enhancement closed-loop process, understand and follow company and departmental guidelines for customer interaction, and maintain consistent behaviors and delivery across the team. Staying up-to-date with product knowledge and industry best practices, effectively using knowledge base and resources available to drive resolution, and accurately documenting details of all client interactions in the CRM system are also part of your responsibilities. To be successful in this role, you should have a Bachelor's degree in a relevant field with 1 year of client support experience or equivalent experience in a customer-facing technical support role. Proven experience in client support or technical support, strong problem-solving skills, attention to detail, and competency in various technical areas such as Adobe Acrobat, Microsoft Office products, and PC hardware troubleshooting are required. Experience working in a SaaS environment, familiarity with Client/Server Architecture, and knowledge center support best practices are also crucial. Being a team-oriented professional with a cooperative attitude, flexibility, and the ability to multi-task and deliver solutions confidently are essential qualities for this role. You should be proactive, creative, and analytical in problem-solving, demonstrate bias for action, integrity, and adaptability, and maintain composure and professionalism under high-pressure conditions. Effective communication skills, both written and spoken, along with the ability to make sound decisions based on available input and address root causes of issues are important attributes for this position.,