Client Support Specialist - Technical

ICE Clear Europe Limited; Jacksonville, Omaha (FL, NE); Presencial; USD 55.000 - 80.000; Jornada completa

Descripción de la vacante

ICE Clear Europe Limited is seeking a Client Support Specialist to provide technical assistance for ICE Mortgage Technology products and workflows. You will resolve issues, document interactions, and help maintain high customer satisfaction in a fast-paced SaaS environment.

The role emphasizes strong communication, multitasking, and problem-solving skills, with an emphasis on first-call resolution and timely escalations as needed. Equal Opportunity Employer.

Formación

• 3 years’ experience in a customer-facing technical support role or 1 year experience and a bachelor’s degree or equivalent
• Demonstrated competency in 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, professional and cooperative attitude
• Experience in 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
• Strong written and spoken communication; urgency and outcomes understood without perfect information
• Maintains composure and professionalism under pressure; open-minded; receptive to feedback
• Analytical, proactive, creative problem solver
• Bias for action; adaptable and committed to customer success
• Act with integrity; adaptable; execute consistently against responsibilities

Responsabilidades

• Leverage technical expertise to assist clients in the use of 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 while maintaining quality of service
• Recognize and respond to systemic customer-impacting problems
• Communicate status updates for defects/enhancements to clients
• Follow guidelines and policies for customer interaction
• Maintain consistent behaviors and delivery across the team
• Manage case backlog to departmental standards
• Utilize knowledge base and resources to drive resolution
• Document details of all client interactions in CRM system

Conocimientos

Customer service

Multi-tasking

Communication

Analytical thinking

Problem solving

Team player

Bias for action

Adaptability

Educación

Bachelor’s degree or equivalent

Herramientas

Adobe Acrobat

Microsoft Office

Windows Desktop

Windows Registry

Telnet

Traceroute

Ping

Splunk

Descripción del empleo

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

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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.