Client Support Specialist - Surefire

ICE; Jacksonville (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Intercontinental Exchange, Inc. (ICE) provides in-depth product support for ICE Mortgage clients, resolving inquiries via phone and email and ensuring client accounts meet requirements. Collaboration with Operations, Sales, and Product Management supports client satisfaction and corporate initiatives.

Work hours are 9:00 to 6:00 pm. The role involves handling a high volume of tickets, problem resolution, and developing product expertise for internal teams and customers.

Qualifications

• 1–3+ years of product and/or application support or customer-facing call center experience.
• High school diploma or GED required.
• Experience with Salesforce or similar help desk systems preferred.

Responsibilities

• Maintains and fosters relationships with clients, ensuring satisfaction and communication.
• Manages a high volume of support tickets and responds promptly.
• Resolves issues during installation, operation, maintenance, or product application matters.
• Troubleshoots software applications and recommends corrective actions.
• Directs requests to appropriate internal resources for resolution.
• Builds product expertise and contributes to training resources and best practices.
• Documents customer information and recurring issues to support product quality and development.
• Replicates client issues in test environments to analyze interactions with applications.

Skills

Phone handling

Active listening

Oral communication

Written communication

Documentation

Analytical thinking

Problem solving

Multi-tasking

Time management

Customer service

Education

High school diploma or GED

Related technical certification

Tools

Salesforce

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

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

Work Hours: 9:00 to 6:00 pm

Responsibilities

• Maintains and fosters the relationship between the clients and ICE by ensuring client satisfaction, maintaining client communication and problem resolution
• Effectively manages and responds promptly to a high volume of incoming support tickets
• Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters
• Troubleshoots problems with software applications and recommends corrective action
• Directs requests, concerns, and unresolved issues to the designated internal resource for resolution when appropriate
• Develops product expertise with desire to share knowledge with internal teams and customers by contributing to training resources and best practices
• Manages all aspects of customer support tickets, diagnosing issues and seeing problems through to resolution while providing enterprise level support to our customers via phone, web, and email and other support channels as required
• Documents customer information and recurring technical issues to support product quality programs and product development
• Recreates client issues in test environment, identifies/documents how applications and systems interact to support business processes
• Performs other related duties as assigned

Knowledge And Experience

• High school diploma or GED
• Requires 1-3+ years of product and/or application support, customer-facing experience in a call center, or other relevant work experience

Preferred Knowledge And Experience

• Related technical certification
• Hands-on experience working with help desk systems such as Salesforce and relevant computer applications
• Knowledge of ICE’s products, services, and capabilities
• Mortgage industry and CRM Administration experience
• Experience in troubleshooting and triaging software applications
• UAT or other application testing experience
• Experience working in a client-facing role
• Strong phone contact handling skills and active listening
• Ability to multi-task, prioritize and manage time effectively
• Strong analytical and problem-solving skills
• Excellent oral and written communication skills
• Strong documentation skills

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