Client Support Specialist II
ICE · Omaha, NE · 6 days ago
On-siteOTHRFull-time
Responsibilities
- Follow established incident management and escalation procedures
- Participate in incident response activities such as triage, diagnostics, and customer updates
- Resolve client service requests and incidents within defined SLAs
- Provide technical troubleshooting across ICE Mortgage Technology platforms and integrations
- Document resolutions clearly within ticketing systems and contribute to knowledge base updates
- Communicate professionally with clients regarding issue status, next steps, and resolutions
- Collaborate with peers and technical teams to identify root causes of recurring issues
- Support quality assurance by validating fixes and workarounds
- Maintain accurate case documentation and operational records
- Continuously expand product knowledge and operational proficiency
Requirements
- 2+ years of experience in technical support or client operations
- Strong understanding of SaaS operations and client support workflows
- Working knowledge of incident response, ticketing systems, and escalation paths
- Proficiency with Windows desktop environments and basic networking concepts
- Strong troubleshooting, communication, and documentation skills
- Customer-focused and execution-oriented
Qualifications
- Customer‑focused and execution‑oriented
Skills
- Technical troubleshooting
- Customer communication
- Documentation
- Incident response
- Ticketing systems
- Windows desktop environments
- Basic networking concepts
Benefits
- Equal Opportunity Employer
Pay
N/A
Schedule
N/A