Client Support Specialist II, Ops Tech
On-siteJacksonville, Florida, United States
Job Summary
Resolve complex technical and business support issues for customers using ICE Mortgage Technology products like MSP, TN3270, GoAnywhere, RP Print, and CICS. Apply domain expertise to drive first-call resolution while maintaining departmental service level standards and managing case backlogs. Diagnose software problems by analyzing symptoms against expected functionality, often requiring familiarity with IBM mainframe environments and managed file transfer tools. Document all interactions accurately and mentor team members on systems and policies. Recognize and respond to systemic customer-impacting problems per departmental procedure.
Required Qualifications
- 2+ years equivalent customer service or technical support experience
- Familiarity with IBM mainframe environments, including navigating TSO/ISPF panels, submitting and monitoring JCL jobs, and reading SYSOUT/job logs for error diagnosis
- Experience with managed file transfer tools — GoAnywhere MFT specifically, or comparable platforms (MOVEit, Sterling) — including troubleshooting failed transfers, reviewing audit logs, and understanding scheduled job configurations
- Basic familiarity with mortgage loan servicing concepts: payment processing, escrow, investor reporting, and loan boarding
- 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
- Ability to manage own time to department and team standards and expectations
Desired Qualifications
- 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
- Nimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge. Ability to learn and apply the use of department, job, and role specific policies, processes, procedures, and technologies
- 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
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