Client Support Specialist

ICE


Date: 3 weeks ago
City: Pune, Maharashtra
Contract type: Full time
Responsibilities

Job Description

  • 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 to 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 interaction
  • Maintain and promote consistent behaviors and delivery across the team
  • Manage case backlog to 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

Knowledge And Experience

  • 2-3 years’ experience in a customer-facing technical support role OR 1 year experience along with a bachelor’s degree or equivalent
  • Demonstrated relevant competency in the following areas - Adobe Acrobat, Microsoft Office products, Windows Desktop including Windows Registry
  • PC Basic Setup, PC Hardware Troubleshooting & Understanding of Software/Hardware compatibility limitations
  • Experience working in a SaaS environment
  • Familiar with Client/Server Architecture including but not limited to VDI/Citrix/Virtualization.
  • Network troubleshooting tools such as Telnet, Traceroute or Ping
  • Awareness of Knowledge Center Support/Knowledge Article best practices, Familiar with structuring process & procedure documentation
  • 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
  • Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly
  • Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener
  • Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback
  • Analytical, proactive and creative problem solver
  • Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers
  • Act with integrity; demonstrate adaptability; execute consistently against job responsibilities

Schedule

This role offers work from home flexibility of one day per week.

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