Client Support Specialist II, Extended Support

Client Support Specialist II

The Client Support Specialist II acts as a support resource to our customer base utilizing ICE Mortgage Technology (IMT) products, services, platform technologies, and workflows. The Client Support Specialist endeavors 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 IMT product and services within their business.

Responsibilities:

• Develop and effectively apply learned technical and domain expertise to assist customers in the intended and proper use of mortgage-based software solutions.
• Resolve technical problems reported by the customer to the agent in a timely manner with minimal assistance for 85% of all cases assigned at six-month's tenure in the role while maintaining a satisfactory level of customer satisfaction.
• Support and 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 in accordance to departmental standards.
• Have awareness for, and develop recognition of systemic customer-impacting problems, and respond appropriately per departmental procedure.
• Understand and follow company and departmental guidelines and policies for customer interaction/customer service.
• Adopt and exhibit core behaviors toward teamwork and professionalism as defined by departmental standard.
• Manage customer interactions as set forth by department policy and procedure.
• Adhere to schedule as set forth by management.
• Manage case backlog to departmental standards.
• Thoroughly and accurately document details of all customer interactions in appropriate case management system.

Knowledge and Experience:

• 2+ years equivalent customer service or technical support experience.
• Ability to manage own time to department and team standards and expectations.
• Ability to analyze and compare the conceptual and technical symptoms of a reported software problem to expected functionality and accurately identify the key differences, probable cause, and corrective course of action.
• Ability to demonstrate basic competency in software application problem diagnosis, troubleshooting, and resolution.
• Collaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy.
• Communicates Effectively: Develops and delivers, by written and oral communications, information which is clear, salient, and audience appropriate. Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one. Deliver salient information and complete solutions with confidence.
• Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer.
• Decision Quality: Makes sound, timely decisions toward agreed upon personal, company, and departmental/team objectives and goals. Consistently demonstrates good judgement; Considers relevant factors; Applies good practices and methodology to decision making. Understands and appropriately balances and prioritizes work efforts to operational needs.
• Nimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge.
• Technical Savvy: Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills. Capacity to understand technical concepts, processes, procedures, and tools. An aptitude for technical problem solving, including the ability to learn and adopt new technical concepts, processes, and troubleshooting procedures.

Preferred Knowledge and Experience:

• Plan and self-manage work efforts to goals and department/team objectives.
• Possesses a basic understanding of business-to-business software applications utilized in complex multi-user environments that are both desktop application based and fully web-based.
• Drives Results: Can consistently demonstrate achievement of results toward goals and objectives. Persistent; Empowered; Promotes and appropriately encourages others to meet/exceed goals.
• Manages Ambiguity: Demonstrates an ability to remain productive and function effectively in the role when situations are uncertain, unclear, or where situational information is not complete. Adaptable; Flexible; Resilient.
• Manages Complexity: Obtains relevant diagnostic information and apply to issue analysis and resolution efforts. Possesses the capability, capacity, and patience to collect and consider complex, large quantities, and/or potentially contradictory information in the process of triage, problem analysis, and resolution.
• Critical thinking; Problem solving.
• 1+ year experience with GoAnywhere or equivalent File Transfer troubleshooting.
• Some experience with basic Browser, Application Support and Network Troubleshooting (OSI preferred).
• 1+ year experience with mainframe operations, batch processing, abend troubleshooting, job scheduler management including experience with JCL.

Schedules will vary based on the rotation of coverage. Weekend work from home is permitted with some limitations.

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.