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
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Experience creating and maintaining process documentation and knowledge articles
- #LI-SF1
- Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
