Client Tech Support Specialist - SaaS & APIs

ICE; Omaha (NE); On-site; USD 55,000 - 85,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking a Client Support Specialist to serve as a frontline technical resource for ICE Mortgage Technology products. You will help clients install, configure, and use the software, aiming for timely, complete resolutions.

Responsibilities include leveraging technical knowledge, maintaining accurate CRM records, and escalating when necessary to ensure service quality. Prior experience in SaaS and strong problem-solving skills are essential.

Qualifications

• 3 years’ experience in a customer-facing technical support role or 1 year with a bachelor’s degree or equivalent
• Proficiency with Windows, Office, REST APIs, SQL Server, relational databases, SaaS apps, and web tech (HTML, CSS, JavaScript)
• Experience in a SaaS environment and debugging across client/server architectures

Responsibilities

• Assist clients in using ICE Mortgage Technology software and services
• Resolve issues promptly with high first-call resolution and escalate to backline when needed
• Document interactions thoroughly in the CRM system and maintain backlog per guidelines

Skills

Windows

REST APIs

SQL

SaaS

JavaScript

Python

HTML/CSS

Customer-facing support

Communication skills

Troubleshooting

Education

Bachelor's degree or equivalent

IT-related coursework

Tools

Splunk

SQL Server

CRM systems

Job description

Intercontinental Exchange, Inc. is seeking a Client Support Specialist to serve as a frontline technical resource for ICE Mortgage Technology products. You will help clients install, configure, and use the software, aiming for timely, complete resolutions.

Responsibilities include leveraging technical knowledge, maintaining accurate CRM records, and escalating when necessary to ensure service quality. Prior experience in SaaS and strong problem-solving skills are essential.