Client Support Specialist - Surefire

ICE; Provo (UT); On-site; USD 45,000 - 60,000; Full time

Job summary

Intercontinental Exchange, Inc. in Utah (Provo) is seeking a capable product support specialist for ICE Mortgage clients. You will resolve inquiries by phone and email, maintain client accounts, and ensure the quality and use of ICE software meets client needs.

Collaborate with Operations, Sales, and Product Management to drive client satisfaction and company initiatives while handling high-volume tickets, troubleshooting, and contributing to training resources.

Qualifications

• High school diploma or GED required.
• 1–3+ years in product or application support or a call center.
• Customer-facing experience in a call center.
• Experience with Salesforce or similar help desk systems.

Responsibilities

• Maintain and nurture the relationship with ICE clients, ensuring satisfaction and ongoing communication.
• Manage a high volume of incoming support tickets and respond promptly.
• Resolve customer concerns during installation, operation, maintenance or product application or compatibility matters.
• Troubleshoot issues with software applications and recommend corrective actions.
• Direct requests to the appropriate internal resource for resolution.
• Develop product expertise and contribute to training resources and best practices.
• Manage all aspects of customer support tickets across channels (phone, web, email).
• Document customer information and recurring issues to support quality programs.
• Reproduce client issues in test environments to analyze interactions with applications.
• Perform other related duties as assigned.

Skills

Phone support

Active listening

Written communication

Documentation skills

Problem solving

Multitasking

Education

High school diploma or GED

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.