Client Support Specialist - Technical
Core
Provide technical support and guidance to clients using ICE Mortgage Technology software solutions, resolving issues efficiently while delivering high-level customer service.
Role type
Technical Support Specialist (SaaS)
Builds
Support cases and documentation for ICE Mortgage Technology products
Domain
Financial Technology (Fintech) / SaaS
Deliverable
client delivery
Required skills
SaaS troubleshooting, CRM management, log analysis, networking tools, hardware troubleshooting, process documentation
Preferred skills
Client/server environments, virtualization technologies (VDI/Citrix), knowledge base creation
Responsibilities
Troubleshoot software, hardware, networking, and SaaS-related issues; manage and prioritize support cases; document client interactions in CRM; identify recurring issues and escalate appropriately; utilize knowledge bases and troubleshooting tools; participate in product improvement efforts by identifying defects and enhancements.
Seniority
Mid-level, hands-on IC
