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Job Information
SIMPLIFILE Client Support Specialist in PROVO, Utah
Overview
Job Purpose The Client Support Specialist acts as a support resource to our customer base utilizing ICE Mortgage Technology products, services, platform technologies, and workflows. The Client Support Specialist endeavors to deliver complete resolutions in a timely and consistent manner to address our customers' questions, concerns, and errors encountered in their use of, and interaction with IMT product and services within their business. Responsibilities * Develop and effectively apply learned technical and domain expertise to assist customers in the intended and proper use of mortgage-based software solutions. * Resolve technical problems reported by the customer to the agent in a timely manner with minimal assistance for 85% of all cases assigned at six-month's tenure in the role while maintaining a satisfactory level of customer satisfaction. * Support and 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 in accordance to departmental standards. * Have awareness for, and develop recognition of systemic customer-impacting problems, and respond appropriately per departmental procedure. * Understand and follow company and departmental guidelines and policies for customer interaction/customer service. * Adopt and exhibit core behaviors toward teamwork and professionalism as defined by departmental standard. * Manage customer interactions as set forth by department policy and procedure. * Adhere to schedule as set forth by management. * Manage case backlog to departmental standards. * Thoroughly and accurately document details of all customer interactions in appropriate case management system. Knowledge and Experience * 2 years equivalent customer service or technical support experience. * Possesses and ability to manage own time to department and team standards and expectations. * Ability to Analyse and compare the conceptual and technical symptoms of a reported software problem to expected functionality and accurately identify the key differences, probable cause, and corrective course of action. * An ability to demonstrate basic competency in software application problem diagnosis, troubleshooting, and resolution. * Collaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy. * Communicates Effectively: Develops and delivers, by written and oral communications, information which is clear, salient, and audience appropriate. Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one. Deliver salient information and complete solutions with confidence. * Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer. * Decision Quality: Makes sound, timely decisions toward agreed upon personal, company, and departmental/team objectives and goals. Consistently demonstrates good judgement; Considers relevant factors; Applies good practices and methodology to decision making. Understands and appropriately balances and prioritizes work efforts to operational needs. * Nimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge. * Technical Savvy: Exhibits a... For full info follow application link.
Intercontinental Exchange is an Equal Opportunity Employer and is committed to d iversity in its hiring and business practices. All qualified candidates are encouraged to apply.