Client Support Specialist - Technical
On-siteOmaha, Nebraska, United States
Omaha, Nebraska, United StatesOn-siteFull TimeLarge
Full TimeLarge
Job Summary
Resolve technical support cases for ICE Mortgage Technology clients, aiming for 85% first-call resolution with minimal assistance. Drive service level attainment by managing case backlogs to departmental standards and recognizing systemic customer-impacting problems. Participate in the product defect/enhancement closed loop process by identifying defects, communicating status updates, and accurately documenting all interactions in the CRM system. Effectively utilize the knowledge base and available resources to deliver complete resolutions while maintaining appropriate technical escalation rates.
Required Qualifications
- Underwriting experience preferred
- Displayed technical aptitude and/or willingness to learn
- 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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