Client Support Specialist

Job Description **Responsibilities** + Leverage technical expertise to assist clients in the use of their ICE Mortgage Technology software solutions + Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned + Drive service level attainment to departmental standards + Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates + Recognize and respond accordingly to systemic customer-impacting problems + Participate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the client + Understand and follow company and departmental guidelines and policies for customer interaction + Maintain and promote consistent behaviors and delivery across the team + Manage case backlog to departmental standards + Effectively use knowledge base, along with all resources available to drive resolution + Thoroughly and accurately document details of all client interactions in CRM system **Knowledge and Experience** + 3+ years' experience in a customer-facing technical support role or 1 year experience and a bachelor's degree or equivalent + Demonstrated relevant competency in the following areas - Adobe Acrobat, Microsoft Office products, Windows Desktop including Windows Registry + 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 + Experience working in a SaaS environment + Familiar with Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute or Ping + Familiarity with Splunk or other log analyzer tools + 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