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

• 3 years’ experience in a customer-facing technical support role or 1 year experience and a bachelor’s degree or equivalent
• 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
• Familiarity with Splunk or other log analyzer tools

• Awareness of Knowledge Center Support/Knowledge Article best practices, Familiar with structuring process & procedure documentation

• 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
• 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; 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

Schedule

This role offers work from home flexibility of one day per week.  

Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.

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