Client Support Specialist, EMN

ICE; Jacksonville (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

ICE in Jacksonville, Florida, is seeking a Product Support Specialist to provide in-depth support for ICE Mortgage clients. This role involves leveraging technical expertise to assist clients effectively while maintaining high-quality service standards.

The ideal candidate will have at least 3 years of experience in a customer-facing role, possess strong communication skills, and demonstrate the ability to solve technical issues efficiently. This position offers competitive opportunities in a fast-paced SaaS environment.

Qualifications

• 3+ years of experience in customer-facing technical support or 1+ year with a Bachelor's degree.
• Competency in desktop troubleshooting and software/hardware compatibility.
• Proven effectiveness in multi-tasking and strong customer soft skills.

Responsibilities

• Assist clients in using ICE Mortgage Technology software solutions.
• Resolve problems efficiently for 85% of cases.
• Drive service level achievement and manage case backlog.

Skills

Customer support

Technical troubleshooting

Multi-tasking

Communication skills

SaaS experience

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Telnet

Splunk

Job description

Overview

Provides in-depth product support to ICE Mortgage clients by resolving incoming inquiries through phone and e‑mail communication. Administers the necessary requirements to resolve and maintain client accounts and ensures that the quality and utilization of Intercontinental Exchange (ICE) software products satisfy client needs. Collaborates with Operations, Sales, and Product Management teams to ensure client satisfaction and company initiatives are met.

Hours

11:00 am to 8:00 pm Eastern time

Responsibilities

• Leverage technical expertise to assist clients in using 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 to systemic customer‑impacting problems.
• Participate in the product defect/enhancement closed‑loop process by identifying defects and enhancements accurately, 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 the 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 competency in desktop browser troubleshooting, Microsoft Office products, Windows Desktop including Windows Registry.
• PC basic setup, PC hardware troubleshooting & understanding of software/hardware compatibility limitations.
• 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, 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.
• Awareness of Knowledge Center Support/Knowledge Article best practices, familiar with structuring process & procedure documentation.
• Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly.
• Communicates 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.
• Maintains 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.