Client Support Specialist - Technical

ICE; Jacksonville (FL); On-site; USD 40,000 - 60,000; Full time

Job summary

Intercontinental Exchange, Inc. seeks a Client Support Specialist to provide technical support for ICE Mortgage Technology products, services, platform technologies, and workflows. You will deliver complete resolutions in a timely, consistent manner as part of the front-line customer support team.

The role emphasizes resolving issues efficiently, documenting interactions in the CRM, and maintaining high service levels while supporting customer success.

Qualifications

• Underwriting experience preferred.
• Demonstrated ability to multitask with strong customer soft skills.
• Proven effectiveness in roles requiring multi-tasking and customer service.
• Demonstrated ability to confidently deliver solutions and resolve issues.
• Team-oriented with a professional, cooperative attitude.
• Flexible, can multi-task several priorities to completion.
• Makes timely and sound decisions based on all available input.
• Communicates effectively via written and spoken language.
• Maintains composure and professionalism under high-pressure conditions.
• Analytical; proactive; creative problem solver.
• Bias for action; adaptable and committed to customer success.
• Act with integrity; adaptability; execute responsibilities.

Responsibilities

• Resolve problems promptly with minimal assistance for most cases.
• Drive service level attainment to departmental standards.
• Aim for first-call resolution while balancing resolution completeness and quality with escalation rates.
• Identify systemic customer-impacting problems and respond accordingly.
• Provide feedback on defects and enhancements with status updates to the client.
• Follow company policies for customer interactions.
• Promote consistent behaviors and delivery across the team.
• Manage case backlog to departmental standards.
• Use knowledge base and all resources to drive resolutions.
• Document all client interactions in the CRM system.

Skills

Multi-tasking

Customer service

Analytical thinking

Problem solving

Communication

Team collaboration

Adaptability

Integrity

Underwriting

Tools

CRM system

Job description

The Client Support Specialist acts as a technical support resource to our clients utilizing ICE Mortgage Technology products, services, platform technologies, and workflows. The Client Support Specialist endeavors to deliver complete resolutions in a timely and consistent manner. This position is an integral part of our ICE Mortgage Technology front line customer support team focused on providing a high level of technical support and customer service.

Responsibilities

• Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned
• Drive service level attainment to departmental standards
• Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates
• Recognize and respond accordingly to systemic customer‑impacting problems
• Participate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the client
• Understand and follow company and departmental guidelines and policies for customer interaction
• Maintain and promote consistent behaviors and delivery across the team
• Manage case backlog to departmental standards
• Effectively use knowledge base, along with all resources available to drive resolution
• Thoroughly and accurately document details of all client interactions in CRM system

Knowledge And Experience

• Underwriting experience preferred
• Displayed technical aptitude and/or willingness to learn
• Proven effectiveness in a role that requires multi‑tasking and strong customer soft skills
• Demonstrated ability to confidently deliver solutions and resolve issues
• Team‑oriented, demonstrates a professional and cooperative attitude
• Exhibits flexibility, can multi‑task several priorities to completion, finishes ad hoc projects and requests when needed
• Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly
• Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener
• Maintain composure and professionalism under high‑pressure conditions; open‑minded; solicits feedback
• Analytical; proactive; creative problem solver
• Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers
• Act with integrity; demonstrate adaptability; execute consistently against job responsibilities

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