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
