Client-Facing Technical Support Engineer

ICE Clear Europe Limited; Jacksonville, Omaha (FL, NE); On-site; USD 48,000 - 75,000; Full time

Job summary

Intercontinental Exchange, Inc. seeks a Client Support Specialist to serve as a front-line technical resource for ICE Mortgage Technology products, helping customers install, configure, and use the software.

Based in Jacksonville, FL, you will resolve questions and coordinate with backline engineers to ensure complete issue resolution. You will document interactions in the CRM, strive for first-call resolution, manage case backlog, and follow guidelines while delivering consistent service to a

Qualifications

• 3 years’ experience in a customer-facing technical support role or 1 year experience and a bachelor’s degree or equivalent
• Proficient in Microsoft Windows, Microsoft Office, REST APIs, SQL Server, Relational Databases, SaaS browser-based applications, JavaScript or Python, HTML, CSS
• Familiar with writing and executing SQL queries and supporting Microsoft SQL Server
• Experience with client/server architecture and basic network troubleshooting tools (Telnet, Traceroute, Ping)
• Familiar with Splunk or other log analyzer tools
• Knowledge Centered Service/Knowledge Article best practices and documentation

Responsibilities

• Leverage technical expertise to assist clients in using 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 while balancing completeness and quality of service
• Recognize and respond to systemic customer-impacting problems
• Participate in defect/enhancement closed loop process and communicate status updates to the client
• Follow company and departmental guidelines for customer interaction
• Maintain consistent behaviors and delivery across the team
• Manage case backlog to departmental standards
• Document details of all client interactions in the CRM system

Skills

Windows

Microsoft Office

REST APIs

SQL Server

Relational Databases

SaaS

JavaScript

Python

HTML

CSS

Telnet

Traceroute

Ping

SQL queries

Splunk

CRM system

Education

Bachelor's degree or equivalent

Tools

Splunk

CRM system

Job description

Intercontinental Exchange, Inc. seeks a Client Support Specialist to serve as a front-line technical resource for ICE Mortgage Technology products, helping customers install, configure, and use the software.

Based in Jacksonville, FL, you will resolve questions and coordinate with backline engineers to ensure complete issue resolution. You will document interactions in the CRM, strive for first-call resolution, manage case backlog, and follow guidelines while delivering consistent service to a