Client Support Specialist: Rapid Tech Help

ICE Clear Europe Limited; Jacksonville, Northern (FL, KY); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Intercontinental Exchange, Inc. in Jacksonville, FL, seeks a Client Support Specialist to assist customers using Simplifile products and services, delivering timely resolutions to questions and errors encountered in use of the platform.

The role emphasizes applying technical and domain knowledge, resolving problems, maintaining service levels, and documenting interactions in the case management system to ensure customer satisfaction.

Qualifications

• 2 years equivalent customer service or technical support experience.
• Ability to analyze symptoms and identify causes and corrective actions.
• Basic competency in software problem diagnosis and resolution.
• Excellent written and verbal communication with customers.
• Able to manage time to department standards.
• Teamwork and professionalism in a customer service environment.

Responsibilities

• Develop and apply technical and domain expertise to assist customers.
• Resolve technical problems with minimal assistance for most cases.
• Support and drive service levels to departmental standards.
• Strive for first-call resolution with appropriate escalation.
• Document customer interactions thoroughly in the case management system.
• Adhere to schedule and manage case backlog.

Skills

Customer service

Technical support

Problem solving

Effective communication

Time management

Team collaboration

Job description

Intercontinental Exchange, Inc. in Jacksonville, FL, seeks a Client Support Specialist to assist customers using Simplifile products and services, delivering timely resolutions to questions and errors encountered in use of the platform.

The role emphasizes applying technical and domain knowledge, resolving problems, maintaining service levels, and documenting interactions in the case management system to ensure customer satisfaction.