Client Support Specialist I
Intercontinental Exchange
- Pune, Maharashtra
- Permanent
- Full-time
- 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
- 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