Job Description

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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 as per 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 interactions Maintain and promote consistent behaviors and delivery across the team Manage case backlog as per 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

Preferred Knowledge and Experience

3+ years' technical support experience in a customer-facing technical role or equivalent Ability to interpret and understand scripting languages such as VB, JavaScript, REST, JSON, etc. Ability to test API via POSTMAN SQL familiarity, basic troubleshooting of DB exceptions, SQL queries, etc. User level experience with MS SQL or Oracle DB Understanding of Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute or Ping Programming experience with .NET Experience with Splunk, Kibana or other log analyzer tools Demonstrate relevant competency in one or more areas - ICE Mortgage Technology (or industry related) products and services, or client-server business systems software Demonstrate competency in Windows server platform, Microsoft SQL database, SaaS browser-based applications, HTML, AWS, relevant web technologies, and networking Mortgage Industry experience preferred 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