Client Support Associate
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Before you apply
LocationOFF IND: MH Pune (Tower S3), India
Work modeon-site
Typefull-time
SeniorityEntry
Company size10,000+ people
First seenOct 30, 2026 · 1w ago
Verified live3d ago
At a glanceSummarised by Seekless from the posting.
Any bachelor’s degree or equivalent
Demonstrated relevant competency in 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
Familiarity with Splunk or other log analyzer tools
Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly
Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener
Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback
Analytical; proactive; creative problem solver
Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers
Act with integrity; demonstrate adaptability; execute consistently against job responsibilities
Skills
Adobe Acrobat
Microsoft Office
Windows Desktop
Windows Registry
Splunk
Telnet
Traceroute
Ping
Responsibilities
•
Leverage technical expertise to assist clients in the use of their ICE Mortgage Technology software solutions
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Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned
•
Drive service level attainment to departmental standards
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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
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Understand and follow company and departmental guidelines and policies for customer interaction
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Maintain and promote consistent behaviors and delivery across the team
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Manage case backlog to departmental standards
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Effectively use knowledge base, along with all resources available to drive resolution
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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
•
Familiarity with Splunk or other log analyzer tools
•
Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly
•
Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener
•
Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback
•
Analytical; proactive; creative problem solver
•
Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers
•
Act with integrity; demonstrate adaptability; execute consistently against job responsibilities
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