Client Support Specialist - Technical

Overview

Job Summary

This role provides technical support to clients using ICE Mortgage Technology software solutions, helping them resolve issues efficiently while delivering a high level of customer service. The position is responsible for troubleshooting software, hardware, networking, and SaaS-related issues, managing support cases, documenting client interactions, and collaborating with internal teams to identify product defects and enhancements.

Key Responsibilities

• Provide technical support and guidance to clients using ICE Mortgage Technology products.
• Resolve customer issues promptly, with a strong focus on first-call resolution and service-level attainment.
• Manage and prioritize support cases while maintaining accurate documentation in the CRM system.
• Identify recurring customer-impacting issues and escalate or communicate them appropriately.
• Utilize knowledge bases, troubleshooting tools, and available resources to drive issue resolution.
• Participate in product improvement efforts by identifying defects and enhancement opportunities.

Qualifications & Technical Skills

• 3+ years of technical support experience (or 1+ year with a bachelor's degree or equivalent)
• Experience in customer-facing technical support and SaaS environments
• Working knowledge of Adobe Acrobat, Microsoft Office, Windows Desktop, Windows Registry, PC hardware troubleshooting, and software/hardware compatibility
• Familiarity with client/server environments, virtualization technologies (VDI/Citrix), networking tools (Ping, Traceroute, Telnet), and log analysis tools such as Splunk
• Experience creating and maintaining process documentation and knowledge articles

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