Client Support Associate

You will leverage your technical expertise to assist clients in utilizing their ICE Mortgage Technology software solutions effectively. You will be responsible for resolving problems independently and in a timely manner for 85% of the cases assigned to you. It is essential to maintain service level attainment to departmental standards and strive for first-call resolution while also ensuring appropriate technical escalation rates. You must be able to identify and respond to systemic customer-impacting issues and actively participate in the product defect/enhancement closed loop process. Following company and departmental guidelines and policies for customer interaction is crucial. You will play a role in maintaining consistent behaviors and service delivery across the team. Managing the case backlog efficiently and utilizing all available resources to drive resolution are key responsibilities. Thoroughly documenting all client interactions in the CRM system is essential to ensure effective communication and resolution. To excel in this role, you should possess a bachelor's degree or equivalent qualification. Demonstrated competency in Adobe Acrobat, Microsoft Office products, and Windows Desktop, including Windows Registry, is required. Strong multitasking abilities and excellent customer soft skills are essential. Experience in confidently delivering solutions and resolving issues is necessary. Being a team player with a cooperative attitude, flexibility, and the ability to handle multiple priorities effectively is important. Experience working in a Software as a Service (SaaS) environment is beneficial. Familiarity with Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute, or Ping is preferred. Knowledge of Splunk or other log analyzer tools is an advantage. Making timely and informed decisions, effective communication skills, maintaining composure under pressure, and being a proactive problem solver are key attributes for success in this role. You should have a bias for action, a commitment to customer success, act with integrity, and consistently execute your job responsibilities.,