Client Support Associate

Intercontinental Exchange Holdings, Inc.; Pune District; On-site; INR 600,000 - 800,000; Full time

Job summary

Intercontinental Exchange Holdings, Inc. in Pune seeks a client-facing support specialist to apply technical knowledge of ICE Mortgage Technology to assist customers efficiently.

You will resolve issues, maintain SLAs, and document all interactions in the CRM, while collaborating with cross-functional teams to address root causes in a SaaS environment.

Qualifications

• Bachelor’s degree or equivalent.
• Experience in SaaS support or similar environment.
• Familiar with Splunk or log analyzer tools.
• Strong multitasking and customer-facing skills.
• Proficient written and spoken communication.
• Analytical, proactive, and creative problem solver.
• Team-oriented with professional attitude.

Responsibilities

• Leverage technical expertise to assist clients in ICE Mortgage Technology software.
• Resolve problems with minimal assistance for 85% of cases assigned.
• Drive service level attainment to departmental standards.
• Strive for first-call resolution with quality and escalation control.
• Recognize and respond to systemic customer-impacting problems.
• Participate in defect/enhancement loop; communicate status updates to client.
• Understand and follow guidelines for customer interaction.
• Maintain consistent behaviors and delivery across the team.
• Manage case backlog to departmental standards.
• Effectively use knowledge base and resources to drive resolution.
• Document details of all client interactions in CRM accurately.

Skills

Multi-tasking

Customer soft skills

Team-oriented

Analytical thinking

Proactive problem solving

Bias for action

Adaptability

Effective communication

Education

Bachelor's degree or equivalent

Tools

Splunk

Log analyzer tools

Adobe Acrobat

Microsoft Office

Windows Desktop (Registry)

Telnet/Traceroute/Ping

Job description

Job Description

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 all resources available to drive resolution
• 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