Client Support Specialist II, Ops Tech

Job Purpose

The Client Support Specialist II acts as a subject-matter and product-area specialist to provide technical and business support to our customer base utilizing ICE Mortgage Technology products, services, platform technologies, and workflows. The Client Support Specialist II 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 ICE Mortgage Technology product and services within their business. The Client Support Specialist II may be deployed virtually to manage and drive resolution of escalated customer issues and may be called upon to assist support analysts in complex troubleshooting efforts.

Products supported include: MSP (EDI/Odds), TN3270, GoAnywhere, RP Print, CICS

Responsibilities

• Develop and effectively apply learned technical and domain expertise to assist customers and team members in the intended and proper use of Ice Mortgage Technology software solutions.
• Resolve complex problems reported by the customer to the agent in a timely manner with minimal assistance for 95% of all cases assigned at six-month’s tenure in the role while maintaining a satisfactory level of customer satisfaction.
• 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 with departmental standards.
• Recognize 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.
• Drive 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.
• Mentor and assist Team Members in workload and understanding of the systems and departmental policies and procedures.

Knowledge and Experience

• 2 years equivalent customer service or technical support experience
• Familiarity with IBM mainframe environments, including navigating TSO/ISPF panels, submitting and monitoring JCL jobs, and reading SYSOUT/job logs for error diagnosis
• Experience with managed file transfer tools — GoAnywhere MFT specifically, or comparable platforms (MOVEit, Sterling) — including troubleshooting failed transfers, reviewing audit logs, and understanding scheduled job configurations
• Basic familiarity with mortgage loan servicing concepts: payment processing, escrow, investor reporting, and loan boarding — enough to contextualize what a customer is trying to accomplish when reporting an issue
• Ability to Analyze 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
• 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
• Nimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge. Ability to learn and apply the use of department, job, and role specific policies, processes, procedures, and technologies
• Technical Savvy: Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills. Capacity to understand technical concepts, processes, procedures, and tools. An aptitude for technical problem solving, including the ability to learn and adopt new technical concepts, processes, and troubleshooting procedures
• Ability to manage own time to department and team standards and expectations

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