Client Support Specialist - Surefire

Intercontinental Exchange Holdings, Inc.; Provo (UT); On-site; USD 52,000 - 70,000; Full time

Job summary

Intercontinental Exchange, Inc. seeks a dedicated product support professional to assist ICE Mortgage clients via phone and email, ensuring issue resolution and account maintenance. You will collaborate with Operations, Sales, and Product Management to align client needs with company initiatives.

Typical work hours are 9:00 to 18:00, with responsibilities spanning ticket management, issue troubleshooting, and knowledge sharing to continuously improve support quality for enterprise customers.

Qualifications

• High school diploma or GED required.
• 1–3+ years of product and/or application support, customer-facing experience in a call center, or equivalent.
• Experience in troubleshooting and resolving customer issues.

Responsibilities

• Maintains and strengthens client relationships by ensuring satisfaction and effective communication.
• Responds promptly to a high volume of support tickets via phone, email, and web channels.
• Resolves customer concerns during installation, operation, maintenance, or product application.
• Troubleshoots software issues and recommends corrective actions.
• Directs unresolved issues to internal resources for timely resolution.
• Develops product expertise and shares knowledge with customers and internal teams.

Job description

Overview

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

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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.