דרושים Manager Client Support ב-Intercontinental Exchange - Ice ב-India, Pune

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 interaction
• 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

Knowledge and Experience

• 3 years’ technical support experience or 1 year experience and a Bachelor Degree or equivalent.
• Understanding of Client/Server Architecture, Windows, VPN and network troubleshooting tools such as Telnet, Traceroute or Ping
• An ability to analyze and decipher customer issues with processing, underwriting, closing and post-closing, and secondary marketing to include regulatory requirements, XML files, JSON files, system logs and investor guidelines
• Experience with Splunk, Kibana or other log analyzer tools
• Possesses job-relevant (Mortgage Banking Industry) and technical knowledge to a degree commensurate with the responsibilities of the role
• Possesses ability to manage own time to department and team standards and expectations
• An ability to demonstrate basic competency in the mortgage process and loan origination systems to the conceptual level. Preference for experience in using Encompass.
• Collaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy
• Communicates Effectively: Develops and delivers written and oral communications that are clear, instructive, and professional. This includes adapting communication style to the audience and setting. Delivers solutions with confidence.
• Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Gains trust and garners the respect of the customer
• Decision Quality: Makes sound, timely decisions. Consistently demonstrates good judgement and considers all relevant factors
• 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

Responsibilities

• Leverage technical expertise to assist clients in the use of their Simplifile software solutions
• Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned
• 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 deliver across the team
• Manage case backlog to departmental standards
• Effectively use knowledge base, along with all resources available to drive resolution
• Assist in escalated customer issues
• Assist support analysts in complex troubleshooting efforts.
• Assist in troubleshooting and approving JIRAs, investigate and assist in “needs more info” JIRAs.
• Report Incidents to SRE team, join bridge calls or chat threads to assist further if needed by SRE.

Knowledge and Experience

• Maintain a high level of performance on the support team for 6 months to a year.
• 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
• 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

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

• Any bachelor’s degree or equivalent
• Demonstrated relevant competency in the following areas – Adobe Acrobat, Microsoft Office products, Windows Desktop including Windows Registry
• 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
• Experience working in a SaaS environment
• Familiar with Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute or Ping
• Familiarity with Splunk or other log analyzer tools
• 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

Job Purpose

The position requires a professional to support a team of associates providing high-level technical and customer support to clients, internal teams, ensuring their satisfaction and maximizing their experience. Key responsibilities include handling troubleshooting queries, escalating issues, resolving complex problems, and building strong relationships with internal and external queries with service-related initiatives / improvements as we unify process, procedures, performance metrics, and proactive outreach to create a more holistic client experience.

Responsibilities

• Interacting with various departments such as PSO, CSM, Product and SRE to align support strategies with overall company objectives.
• Providing guidance, mentorship, and leadership to junior support team members, fostering a culture of continuous learning and growth.
• Actively participating in process improvement initiatives, suggesting innovative solutions, and implementing best practices to enhance support operations.
• Engaging in technical support tasks, handling escalated customer issues, and ensuring exceptional service delivery in client interactions.
• Assist in compiling monthly and quarterly performance metrics to allow for regular internal and external review.
• Identify and report on trends in metrics, case volumes, challenge categories.
• Explore opportunities to improve upon existing documentation, as well as effectively maintaining on a go forward basis.
• Research and create helpful knowledge base articles, following best practices.

Knowledge and Experience

• Experience with a minimum of 3 years in a Client Support or comparable role.
• In-depth understanding of IT service management and customer support best practices.
• Knowledge of US mortgage industry regulations a strong plus.
• Track record of collaborating with multiple teams to achieve objectives.
• Excellent problem solving and planning skills.
• Fast, reliable, responsive, proactive, friendly, dynamic and professional.
• Able to multitask and take command of situations with confidence and control.
• Proven success working in a team environment.
• Positive attitude and deep customer service orientation.
• Minimum of 3 years of experience in technical support roles within the IT industry.
• Experience in managing support teams is advantageous.
• Strong interpersonal skills, excellent communication abilities, critical thinking, adaptability, leadership qualities, and a customer-centric approach.
• In-depth understanding of IT service management, customer support best practices, and knowledge of industry-specific compliance regulations.

Responsibilities

• Develop and effectively apply learned technical and domain expertise to assist customers in the intended and proper use of Simplifile 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.
• Possesses and 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.
• An 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: Is able to 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.

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

Job Purpose

ICE is the leading cloud-based platform provider for the mortgage finance industry. ICE solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality, and efficiency.

A background in financial services (specifically mortgages and lending) is required along with operational experience.

Responsibilities

• Hire, train, and manage a team providing technology-enabled services to US based mortgage companies.
• Oversee the activities of the team and optimize their performance daily.
• Act as escalation point for the Team Leader/Asst. Manager to overcome any obstacles to service delivery.
• Ensure that Data Security is maintained.
• Document standard operating procedures (SOPs) for the team and hold employees accountable for following SOPs.
• Track and document each employee’s time spent on each mortgage folder.
• Work closely with the ICE Data Services team to identify and correct Learnset anomalies.
• Prepare operational status reports and dashboards for ICE upper management in the US.
• Demonstrate strong follow-through and consistently keep commitments to customers and employee.
• Oversees large team or area of the business; manage client communication; performs complex work and develops business plans, processes and policies.
• Focus is on client delivery, process management, business planning.
• Manage one or more business planning areas, such as capacity planning, client onboarding, cost estimating and responding to new demands.
• Manage one or more core functional areas such as quality, productivity and utilization management.
• Co-ordinate and or manage inter department projects.
• Manage social and communication related initiatives.
• Participate in managing client delivery.

Knowledge and Experience

• Bachelor’s degree or academic equivalent
• 6+ or more years of experience in the mortgage lending or financial services market
• 2+ years of experience managing a small- or mid-sized BPO/kpo team.
• Strong written and verbal communication skills
• Strong problem solving and decision-making skills.
• Excellent time management and organizational skills
• Ability to work efficiently and independently.
• Ability to work under pressure and time constraints, handling multiple tasks simultaneously.
• Initiative and strong sense of ownership
• Proven ability to create and maintain strong customer relationships.
• Must be comfortable communicating with both technical and non-technical audiences.

Preferred

• Broad understanding of cloud technologies
• Proficiency with Microsoft Office (Excel and Word) and Microsoft Windows
• Ability to document standard procedures and effectively train and motivate employees.
• Expert level knowledge.