Client Support Specialist - Technical
Core
Provide technical support and resolve issues for clients using ICE Mortgage Technology software solutions and platform workflows.
Role type
Technical support specialist (SaaS)
Builds
Client support resolutions and defect/enhancement feedback loops
Domain
Financial technology (Mortgage)
Deliverable
client delivery
Required skills
Technical troubleshooting, SaaS environment experience, Client/Server architecture knowledge, Log analysis tools (Splunk), CRM documentation, Root cause analysis
Preferred skills
Adobe Acrobat, Microsoft Office, Windows Registry, Network troubleshooting tools (Telnet, Traceroute, Ping)
Responsibilities
Resolve client issues with minimal assistance, Drive service level attainment, Participate in product defect/enhancement closed loop, Manage case backlog, Document client interactions in CRM
Seniority
Mid-level, hands-on IC