Overview 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 as per 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 as per 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 3 years’ technical support experience or 1 year experience and a Bachelor Degree or equivalent. Understanding of Client/Server Architecture, Windows, VPN and network troubleshooting tools such as Telnet, Traceroute or Ping An ability to analyze and decipher customer issues with processing, underwriting, closing and post-closing, and secondary marketing to include regulatory requirements, XML files, JSON files, system logs and investor guidelines Experience with Splunk, Kibana or other log analyzer tools Possesses job-relevant (Mortgage Banking Industry) and technical knowledge to a degree commensurate with the responsibilities of the role Possesses ability to manage own time to department and team standards and expectations An ability to demonstrate basic competency in the mortgage process and loan origination systems to the conceptual level. Preference for experience in using Encompass. Collaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy Communicates Effectively: Develops and delivers written and oral communications that are clear, instructive, and professional. This includes adapting communication style to the audience and setting. Delivers solutions with confidence. Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Gains trust and garners the respect of the customer Decision Quality: Makes sound, timely decisions. Consistently demonstrates good judgement and considers all relevant factors 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 Proven experience in technical support or a customer-facing role within a CRM environment, particularly Salesforce. Understanding of Salesforce basics, including navigation and standard objects. Familiarity with webhooks and API integrations and testing tools such as Postman. Proficiency in using project management and issue-tracking tools (e.g., Atlassian/JIRA) for managing and tracking internal projects, tasks, and support tickets. Familiarity with collaborative platforms for documentation and cross-team collaboration, such as Confluence. Schedule This role offers work from home flexibility of one day per week. Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.