Client Support Specialist - Technical

ICE Clear Europe Limited; Nebraska; On-site; USD 65,000 - 90,000; Full time

Job summary

Intercontinental Exchange, Inc. seeks a Client Support Specialist to provide high-level technical support for ICE Mortgage Technology products.

You will troubleshoot issues in desktop/mobile environments, document client interactions, and strive for first-call resolutions while maintaining service standards. Role requires strong communication, multi-tasking, and experience in a SaaS setting; familiarity with Splunk and basic network tools is a plus.

Qualifications

• Three years of experience in a customer-facing technical support role or 1 year with a bachelor’s degree or equivalent.
• Proficiency in desktop and mobile browser troubleshooting and Microsoft Office.
• Experience in a SaaS environment with strong multi-tasking and customer soft skills.
• Ability to deliver solutions and resolve issues with discretion and professionalism.
• Familiarity with client/server architecture and basic network tools (Traceroute, Ping, nslookup).

Responsibilities

• Provide technical support for ICE Mortgage Technology products, services, and workflows.
• Resolve problems in a timely manner with minimal assistance for the majority of cases.
• Drive service level attainment to departmental standards and aim for first-call resolution.
• Document all client interactions accurately in the CRM system.
• Utilize knowledge bases and logs to drive root-cause analysis and issue escalation when needed.
• Collaborate with teammates to maintain consistent delivery and customer satisfaction.
• Recognize systemic issues and participate in defect/enhancement feedback loops.

Skills

Customer-focused

Technical troubleshooting

Multitasking

Strong communication

SaaS experience

Team-oriented

Problem solving

Education

Bachelor's degree or equivalent experience

Tools

Splunk

CRM systems

Job description

Overview

Job Purpose

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.

Work Hours

10:00 am to 7:00 pm Central time

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

• Three (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 – Desktop and Mobile browser troubleshooting, 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
• Prior Encompass experience a plus
• Familiar with Client/Server Architecture and network troubleshooting tools such as Traceroute, Ping or nslookup
• 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.