OverviewJob Purpose The Help Desk Agent is responsible for answering all Member and non-Member inquiries received via phone, email, or fax. Help Desk Agents will have working knowledge of all MERS Systems and have an understanding of mortgage/legal related terminology as well as mortgage/legal documents. Help Desk Agents must be able to work in a fast-paced environment and have strong communication and problem-solving skills.
Responsibilities - Answer Member and non-Member inquiries via phone, email, and fax
- Ability to work in all MERS Systems and databases.
- Track all inquiries in ticketing database
- Maintain production requirements as defined in the client's Service Level Agreement
- Maintain and follow all Standard Operating Procedures
- Identify and escalate situations requiring urgent attention
- Must stay current with all system information, changes and updates regarding Member information or MERS operations.
Knowledge and Experience - 2+ years of Service Desk or Technical Help Desk experience preferred
- Mortgage/Legal Industry knowledge preferred
- Some college preferred
- Experience in a corporate environment
- Strong communication skills (written and oral)
- Ability to multi-task
- Ability to work in a fast-paced environment
- Strong Computer/Technical Skills preferred
- Related experience in customer service environment
- Analytical with good problem-solving skills
- Attention to detail
- Flexible
- Punctual
- Reliable and able to meet deadlines within Service Levels
- Strong organizational skills
- Must be able to work in a team environment and maintain a positive attitude
- Ability to mentor and train others
- Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.