Client Support Specialist - API

ICE; Jacksonville (FL); On-site; USD 55,000 - 85,000; Full time

Job summary

ICE Mortgage Technology seeks a Client Support Specialist to serve as the front-line technical resource for our clients. You will assist with installation, configuration, and usage, escalating to backline engineers per guidelines to ensure complete issue resolution.

Key focus areas include delivering timely solutions, achieving first-contact resolution where possible, and maintaining detailed CRM records while adhering to policies and knowledge-base processes.

Qualifications

• 3 years’ experience in a customer-facing technical support role or 1 year and a bachelor’s degree or equivalent.
• Competency in Windows, Office, REST APIs, SQL Server, relational databases, SaaS apps, JavaScript or Python, HTML, CSS.
• Experience in SaaS environments; ability to read and troubleshoot code and log data.

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 cases.
• Drive service level attainment to departmental standards.
• Strive for first-call resolution while coordinating with backline engineers as needed.
• Recognize systemic customer-impacting problems and respond accordingly.
• Document client interactions thoroughly in CRM and support knowledge base.
• Participate in defect/enhancement loops by communicating status to clients.
• Follow company policies for customer interaction and team collaboration.
• Manage case backlog and ensure consistent delivery across the team.
• Escalate appropriately and maintain professional, multi-tasking behavior.

Skills

Customer-facing experience

Analytical thinking

Multi-tasking

Effective communication

Bias for action

Education

Bachelor’s degree or equivalent

Tools

Microsoft Windows

Microsoft Office

REST APIs

SQL Server

Relational Databases

SaaS browser-based apps

JavaScript

Python

HTML

CSS

Splunk

Job description

The Client Support Specialist acts as a front-line technical resource to our client base for ICE Mortgage Technology products, services, and for supporting platform technologies. The Client Support Specialist endeavors to deliver complete resolutions in a timely and consistent manner to address our clients’ technical questions and concerns with installation, configuration, and use of their ICE Mortgage Technology product. The Client Support Specialist will escalation to backline engineers based on defined case management criteria to ensure completeness of service and problem resolution within departmental guidelines.

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

• 3 years’ experience in a customer-facing technical support role or 1 year experience and a bachelor’s degree or equivalent
• Demonstrated relevant competency in the following areas – Microsoft Windows, Microsoft Office, REST APIs, SQL Server, Relational Databases, SaaS browser-based applications, JavaScript or Python, HTML, CSS
• PC Basic Setup, PC Hardware Troubleshooting & Understanding of Software/Hardware compatibility limitations
• Experience working in a SaaS environment
• Familiarity with writing and executing SQL queries and supporting Microsoft SQL Server
• Familiar with Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute or Ping
• Ability to read and troubleshoot JavaScript, Python or similar languages
• Familiarity with Splunk or other log analyzer tools
• Awareness of Knowledge Centered Service/Knowledge Article best practices, and familiarity with structuring process & procedure documentation
• 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
• 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

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.