Client Success Engineer - SaaS Technical Support

Intercontinental Exchange; Jacksonville (FL); On-site; USD 60,000 - 80,000; Full time

Job summary

Intercontinental Exchange is seeking a Client Support Specialist in Jacksonville, FL to act as a technical support resource for ICE Mortgage Technology products and workflows. You will deliver complete resolutions in a timely and consistent manner as part of our front-line support team.

Responsibilities include leveraging technical expertise to assist clients, driving SLA attainment, and aiming for first-call resolution while escalating when needed.

Qualifications

• 3 years’ experience in a customer-facing technical support role or 1 year experience and a bachelor’s degree or equivalent
• Demonstrated competency in Adobe Acrobat, Microsoft Office and Windows Desktop including Windows Registry
• Proven ability to multitask and maintain strong customer soft skills
• Experience working in a SaaS environment and familiarity with client/server architecture and network troubleshooting tools

Responsibilities

• Leverage technical expertise to assist clients in the use of 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 maintaining quality of service and appropriate escalation rates
• Recognize and respond to systemic customer-impacting problems
• Participate in defect/enhancement closed loop by identifying defects and communicating status updates
• Follow company policies for customer interaction and maintain consistent team behavior
• Manage case backlog to departmental standards
• Use knowledge base and available resources to drive resolution
• Document details of all client interactions in CRM accurately

Skills

Customer-focused

Multitasking

Communication skills

Analytical thinking

Team-oriented

Problem solving

Education

Bachelor’s degree or equivalent

Tools

Adobe Acrobat

Microsoft Office

Windows Desktop

Telnet

Traceroute

Ping

Splunk

Job description

Intercontinental Exchange is seeking a Client Support Specialist in Jacksonville, FL to act as a technical support resource for ICE Mortgage Technology products and workflows. You will deliver complete resolutions in a timely and consistent manner as part of our front-line support team.

Responsibilities include leveraging technical expertise to assist clients, driving SLA attainment, and aiming for first-call resolution while escalating when needed.