Position:Product Support Representative IJob Description:LOCATIONOnsite work from our Overland Park, KS campus is required with flexibility to work remote up to 2 days per week. SUMMARY Provides in-depth product support to ICE clients by resolving incoming inquiries through phone and e-mail communication. Administers the necessary requirements to resolve and maintain client accounts and ensures that the quality and utilization of ICE software products satisfies client needs.RESPONSIBILITIES
Maintains and fosters the relationship between the clients and ICE by ensuring client satisfaction, maintaining client communication and problem resolution
Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters
Troubleshoots problems with malfunctioning software applications and recommends corrective action
Documents customer information and recurring technical issues to support product quality programs and product development
Recreates client issues in test environment, identifies/documents how applications and systems interact to support business processes
Performs other related duties as assigned
MINIMUM REQUIREMENTS
High school diploma or GED
Requires 0 - 1+ years of product and/or application support, customer-facing experience in a call center, or other relevant work experience
PREFERRED QUALIFICATIONS
Knowledge of ICE's (previously Black Knight) products, services, and capabilities
Knowledge and experience with MLS applications and/or products
Mortgage industry experience
Experience in troubleshooting and triaging software applications
UAT or other application testing experience
Experience working in a client-facing role
Strong analytical and problem-solving skills
Excellent oral and written communication skills
Strong documentation skills
ICE carefully considers multiple factors to determine compensation, including a candidate’s education, training, specialty, experience, and work location. The base salary (exempt) or hourly rate (non-exempt) is just one component of the total rewards package offered to our employees, including potential bonus or commission eligibility, insurance (medical/dental/vision/life/disability), matching 401(k) plan and matching employee stock purchase plan
EEO Statement:ICE is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees’ diversity is our strength, and when we embrace our differences, it makes us better and brighter. ICEs commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day. Location:Overland Park, KSTime Type:Full timeBLACK KNIGHT IS PROUD TO BE PART OF ICEICE + BLACK KNIGHT | THE ULTIMATE CONNECTIONThe Industry’s Leading Provider of Technology, and Data and Analytics Solutions ICE Mortgage Technology is a mortgage and finance industries’ leading provider of integrated technology, data and analytics solutions that facilitate and automate many of the business processes across the entire loan lifecycle. Black Knight is the provider lenders and servicers rely on to support their strategic goals and better serve their customers by delivering best-in-class technology, services and insight with a relentless commitment to excellence, innovation, integrity and leadership. We promote a culture of continuous learning and growth by providing unrivaled leadership, learning and training opportunities in an energizing environment that helps our employees learn new skills and advance in their careers.Learn more about employee benefits (https://www.ice.com/about/corporate-responsibility/ratings-research/employees/employee-development) ICE is committed to giving back to the communities where we live and work. Whether we donate time or funds, we are unified in our commitment to helping those in need.Learn more about our community involvement (https://www.ice.com/about/corporate-responsibility/giving-back)