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Overview: Working Hours: M-F from 10:30am - 7:00pm CT.    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...