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Overview

Working Hours: M-F from 10:30am - 7:00pm CT.

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

+ The schedule for this position will be 10:30am - 7:00pm CT.

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

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