Client Support & Troubleshooting Specialist

Intercontinental Exchange Holdings, Inc.; Jacksonville (FL); On-site; USD 52,000 - 64,000; Full time

Job summary

Intercontinental Exchange Holdings, Inc. in Jacksonville, FL seeks a Client Support Specialist to assist customers using Simplifile products, services, and workflows, delivering complete resolutions promptly.

You will apply technical and domain knowledge, strive for first-call resolution, document interactions in the case management system, and adhere to SLAs while developing product expertise.

Qualifications

• 2 years equivalent customer service or technical support experience.
• Ability to analyze and compare software symptoms to expected functionality.
• Basic competency in software problem diagnosis, troubleshooting, and resolution.
• Strong written and spoken communication with customers.

Responsibilities

• Develop and effectively apply technical and domain expertise to assist customers in the proper use of Simplifile software solutions.
• Resolve technical problems reported by the customer with minimal assistance for 85% of cases within six months while maintaining customer satisfaction.
• Support and drive service level attainment to departmental standards.
• Strive for first-call resolution while managing escalation rates per policies.
• Document details of all customer interactions in the case management system.

Skills

Customer service

Technical troubleshooting

Communication

Time management

Teamwork

Problem solving

Adaptability

TechnicalSavvy

Job description

Intercontinental Exchange Holdings, Inc. in Jacksonville, FL seeks a Client Support Specialist to assist customers using Simplifile products, services, and workflows, delivering complete resolutions promptly.

You will apply technical and domain knowledge, strive for first-call resolution, document interactions in the case management system, and adhere to SLAs while developing product expertise.