icims
Client Support Associate
Intercontinental Exchange
Pune, IND
Full-time
Entry
Onsite
Discovered Today
Adobe AcrobatMicrosoft OfficeWindows DesktopWindows RegistryTelnetTraceroute
Free
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Adobe AcrobatMicrosoft OfficeWindows Desktop
Key Skills for This Role
Adobe AcrobatMicrosoft OfficeWindows DesktopWindows RegistryTelnetTraceroute
Full Job Posting
Responsibilities
- 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
Any bachelor’s degree or equivalent
Demonstrated relevant competency in the following areas – Adobe Acrobat, Microsoft Office products, Windows Desktop including Windows Registry
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
Experience working in a SaaS environment
Familiar with Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute or Ping
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