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
