Client Support Specialist - Technical

ICE; Jacksonville (FL); On-site; USD 58,000 - 82,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking a Client Support Specialist to provide technical support for ICE Mortgage Technology products, services, and workflows. You will deliver timely resolutions and support frontline customer service to clients utilizing our software solutions.

The role emphasizes problem-solving, cross-functional collaboration, and maintaining high service levels while documenting client interactions in the CRM and escalating issues when needed.

Qualifications

• 3 years’ experience in a customer-facing technical support role or 1 year with a bachelor’s degree.
• Proficiency in Adobe Acrobat, Microsoft Office, and Windows Desktop including Registry.
• Ability to multi-task and deliver strong customer service in a SaaS environment.
• Experience with client/server architectures and network troubleshooting tools.

Responsibilities

• Leverage technical expertise to assist clients in the use of their ICE Mortgage Technology software solutions.
• 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.
• Recognize and respond accordingly to systemic customer-impacting problems.
• Participate in the product defect/enhancement closed loop process by identifying defects and enhancements.
• Communicate status updates to the client per guidelines and policies.
• Follow company and departmental guidelines for customer interaction.
• Maintain consistent behaviors and delivery across the team.
• Manage case backlog to departmental standards.
• Utilize knowledge base and all resources to drive resolution.
• Document details of all client interactions in the CRM system.

Skills

Multi-tasking

Customer service

Written communication

Analytical thinking

Education

Bachelor's degree or equivalent

Tools

Adobe Acrobat

Microsoft Office

Windows Desktop (Registry)

Telnet

Traceroute

Ping

Splunk

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

• Leverage technical expertise to assist clients in the use of their ICE Mortgage Technology software solutions
• 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

• 3 years’ experience in a customer-facing technical support role or 1 year experience and a bachelor’s degree or equivalent
• Demonstrated relevant competency in the following areas – Adobe Acrobat, Microsoft Office products, Windows Desktop including Windows Registry
• 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
• Experience working in a SaaS environment
• Familiar with Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute or Ping
• Familiarity with Splunk or other log analyzer tools
• 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.