Client Technical Support Specialist (SaaS & APIs)

Intercontinental Exchange (ICE); Omaha (NE); On-site; USD 55,000 - 75,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking a Client Support Specialist to serve as a front-line technical resource for ICE Mortgage Technology products and services, assisting clients with installation, configuration, and use, and escalating to backline engineers when needed.

The role emphasizes timely resolutions, strong knowledge of Windows, SQL Server, and web technologies, and collaboration with cross-functional teams to maintain high service levels.

Qualifications

• 3 years' experience in a customer-facing technical support role or 1 year experience and a bachelor's degree or equivalent.
• Demonstrated competency in Windows, Office, REST APIs, SQL Server, Relational Databases, SaaS browser-based apps, JavaScript or Python, HTML, CSS.
• PC basics, hardware troubleshooting, software/hardware compatibility.
• Experience in a SaaS environment and familiarity with SQL queries and Microsoft SQL Server.

Responsibilities

• Assist clients with ICE Mortgage Technology software solutions.
• Resolve problems in a timely manner with minimal assistance for the majority of cases.
• Drive service levels to departmental standards.
• Strive for first-call resolution while escalating when needed.
• Document client interactions thoroughly in the CRM system.
• Participate in defect/enhancement loops and communicate status to clients.

Skills

Windows

Microsoft Office

REST APIs

SQL Server

Relational Databases

SaaS browser-based applications

JavaScript

Python

HTML

CSS

Education

Bachelor's degree or equivalent

Tools

Splunk

CRM systems

Knowledge base management

Telnet

Traceroute

Ping

Job description

Intercontinental Exchange, Inc. is seeking a Client Support Specialist to serve as a front-line technical resource for ICE Mortgage Technology products and services, assisting clients with installation, configuration, and use, and escalating to backline engineers when needed.

The role emphasizes timely resolutions, strong knowledge of Windows, SQL Server, and web technologies, and collaboration with cross-functional teams to maintain high service levels.