Client Support Specialist II

Intercontinental Exchange (ICE); Jacksonville (FL); On-site; USD 70,000 - 100,000; Full time

Job summary

Intercontinental Exchange, Inc. in Jacksonville, FL, seeks an Analyst, Client Services Operations to resolve client issues, support incident response activities, and deliver high-quality operational support. The role emphasizes execution, technical troubleshooting, and clear client communication.

You will work with ICE Mortgage Technology platforms, manage tickets, and ensure SLA adherence while expanding product knowledge and client workflows.

Qualifications

• 5+ years of experience in technical support or client operations.
• Working knowledge of incident response, ticketing systems, and escalation paths.
• Strong troubleshooting, communication, and documentation skills.
• Encompass experience a plus.
• Strong understanding of SaaS operations and client support workflows.
• Proficiency with Windows desktop environments and basic networking concepts.
• Customer-focused and execution-oriented.

Responsibilities

• Follow established incident management and escalation procedures
• Participate in incident response activities such as triage, diagnostics, and customer updates
• Resolve client service requests and incidents within defined SLAs
• Provide technical troubleshooting across ICE Mortgage Technology platforms and integrations
• Document resolutions clearly within ticketing systems and contribute to knowledge base updates
• Communicate professionally with clients regarding issue status, next steps, and resolutions
• Collaborate with peers and technical teams to identify root causes of recurring issues
• Support quality assurance by validating fixes and workarounds
• Maintain accurate case documentation and operational records
• Continuously expand product knowledge and operational proficiency

Skills

Technical troubleshooting

Incident response

Customer communication

Documentation

SaaS operations

Tools

Ticketing systems

Incident management

Job description

Job Purpose

The Analyst, Client Services Operations is responsible for resolving client issues, supporting incident response activities, and delivering consistent, high‑quality operational support. This role focuses on execution, technical troubleshooting, and customer communication.

Responsibilities

• Follow established incident management and escalation procedures
• Participate in incident response activities such as triage, diagnostics, and customer updates
• Resolve client service requests and incidents within defined SLAs
• Provide technical troubleshooting across ICE Mortgage Technology platforms and integrations
• Document resolutions clearly within ticketing systems and contribute to knowledge base updates
• Communicate professionally with clients regarding issue status, next steps, and resolutions
• Collaborate with peers and technical teams to identify root causes of recurring issues
• Support quality assurance by validating fixes and workarounds
• Maintain accurate case documentation and operational records
• Continuously expand product knowledge and operational proficiency

Knowledge and Experience

• 5+ years of experience in technical support or client operations
• Working knowledge of incident response , ticketing systems, and escalation paths
• Strong troubleshooting, communication, and documentation skills
• Encompass experience a plus
• Strong understanding of SaaS operations and client support workflows
• Proficiency with Windows desktop environments and basic networking concepts
• Customer‑focused and execution‑oriented

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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.