Client Support Specialist - Surefire

ICE Clear Europe Limited; Utah; On-site; USD 45,000 - 65,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking a dedicated product support professional to assist ICE Mortgage clients by resolving inquiries via phone and email, while administering client accounts and ensuring software satisfaction.

Collaboration with Operations, Sales, and Product Management will help meet client needs and company initiatives. Responsibilities include managing high volumes of tickets, troubleshooting software, documenting issues, and sharing knowledge to improve training

Qualifications

• 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.

Responsibilities

• Maintain client relationships, ensure satisfaction and effective communication.
• Manage high volume support tickets and respond promptly.
• Resolve customer issues from installation to product application or compatibility matters.
• Troubleshoot software applications and recommend fixes.
• Route requests to internal resources for resolution.
• Develop product expertise and contribute to training resources.
• Manage all support tickets end-to-end via phone, web, and email.
• Document customer information and recurring issues to support product quality programs.
• Reproduce client issues in test environment to aid resolution.
• Perform other related duties as assigned.

Skills

Customer service

Communication

Multi-tasking

Problem-solving

Active listening

Education

High school diploma or GED

Tools

Salesforce

CRM systems

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.

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.