About this role
This role provides technical and business support to customers using ICE Mortgage Technology products and workflows. The specialist resolves complex issues, drives service-level performance, and mentors team members while maintaining accurate documentation.
Key Responsibilities
- Provide technical and business support for ICE Mortgage Technology products
- Resolve complex customer problems with minimal assistance
- Drive service level attainment and first-call resolution
- Recognize systemic customer-impacting problems and follow escalation procedures
- Document all customer interactions accurately in the case management system
Technical Overview
You will troubleshoot and diagnose software application problems by analyzing symptoms versus expected functionality, identifying probable causes, and executing corrective actions. Support covers multiple ICE Mortgage Technology platforms including Director, Passport, Bulk Data Extract (BDE), ICE Business Intelligence, Navigator, Portal, Loan Boarding, and Single Sign On (SSO).
Ideal Candidate
The ideal candidate is a mid-level customer support professional with 2+ years of customer service or technical support experience, experienced in diagnosing software issues and driving resolutions. They have strong skills in troubleshooting, escalation management, service-level attainment, and accurate case documentation using a case management system, with familiarity supporting ICE Mortgage Technology products.
Must-Have Skills
2 years equivalent customer service or technical support experienceability to demonstrate basic competency in software application problem diagnosistroubleshootingand resolutionability to analyze and compare the conceptual and technical symptoms of a reported software problem to expected functionality and accurately identify the key differencesprobable causeand corrective course of actionthoroughly and accurately document details of all customer interactions in appropriate case management systemdrive service level attainment to departmental standardsstrive for first-call resolutionunderstand and follow company and departmental guidelines and policies for customer interaction/customer service
Tools & Platforms
ICE Mortgage Technologycase management systemDirectorPassportBulk Data Extract (BDE)ICE Business IntelligenceNavigatorPortalLoan BoardingSingle Sign On (SSO)
Required Skills
ICE Mortgage Technologytechnical and business supportsoftware problem diagnosistroubleshootingresolutioncase management systemservice level attainmentfirst-call resolutiontechnical escalationcase backlogcustomer interaction/customer servicementoringDirectorPassportBulk Data Extract (BDE)ICE Business IntelligenceNavigatorPortalLoan BoardingSingle Sign On (SSO)
Hard Skills
ICE Mortgage Technologytechnical and business supportsoftware problem diagnosistroubleshootingresolutioncase management systemservice level attainmentfirst-call resolutiontechnical escalationcomplex troubleshootingcustomer interactioncustomer servicesystemic customer-impacting problem recognitionDirectorPassportBulk Data Extract (BDE)ICE Business IntelligenceNavigatorPortalLoan BoardingSingle Sign On (SSO)software application problem diagnosisanalyzing conceptual and technical symptomsidentifying probable causecorrective course of action
Soft Skills
customer focusdedication to meeting customer expectationscommunicationteamworkprofessionalismmentoringtime managementability to manage own timedocumentationbalancing completeness of resolution and quality of serviceadaptability in troubleshooting efforts
Keywords for Your Resume
Client Support Specialist IItechnical and business supportICE Mortgage Technologysubject-matter and product-area specialistcomplex problemstroubleshootingresolutionfirst-call resolutionservice level attainmenttechnical escalationcase backlogcase management systemsoftware application problem diagnosisDirectorPassportBulk Data Extract (BDE)ICE Business IntelligenceNavigatorPortalLoan BoardingSingle Sign On (SSO)Single Sign-On (SSO)customer interaction/customer servicecomplex troubleshootingmentor and assist Team Members
Deal Breakers
Less than 2 years equivalent customer service or technical support experience, Inability to troubleshoot and diagnose software application problems (symptoms, probable cause, corrective action), Cannot accurately document customer interactions in a case management system
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