Client Support Specialist, EMN

ICE; Jacksonville (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Intercontinental Exchange, Inc. seeks a technical support specialist for ICE Mortgage Technology. You will resolve inquiries via phone and email, leveraging deep product knowledge to assist clients with ICE Mortgage software.

You will collaborate with Operations, Sales, and Product Management to ensure client satisfaction and adherence to company initiatives, while maintaining professional service levels.

Qualifications

• 3+ years in a customer-facing technical support role, or 1+ year with a Bachelor’s degree or equivalent.
• Proficient in desktop browser troubleshooting, Microsoft Office, and Windows Desktop.
• Experience in a SaaS environment and client/server architectures.
• Ability to multitask and deliver strong customer service.
• Familiar with Splunk or similar log analysis tools.
• Strong written and verbal communication; collaborative team player.

Responsibilities

• Leverage technical expertise to assist clients in the use of ICE Mortgage Technology software solutions.
• Resolve problems promptly with minimal assistance for 85% of cases.
• Drive service levels to departmental standards.
• Strive for first-call resolution with appropriate escalation.
• Document details of all client interactions in the CRM system.
• Collaborate with Operations, Sales, and Product Management teams.
• Manage case backlog to departmental standards.
• Utilize knowledge base and resources to drive resolution.

Skills

Desktop browser troubleshooting

Microsoft Office

Windows Desktop

PC hardware troubleshooting

SaaS environment experience

Log analysis tools

CRM system

Root cause analysis

Customer-facing

Education

Bachelor’s degree or equivalent

Tools

Splunk

Job description

Job Purpose

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 satisfies client needs. Collaborates with Operations, Sales, and Product Management teams to ensure client satisfaction and company initiatives are met.

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 satisfies client needs. Collaborates with Operations, Sales, and Product Management teams to ensure client satisfaction and company initiatives are met.

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 – 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, demonstrates a 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
• 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.