Client Support Specialist - API

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

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 escalete 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

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