Lead Client Support Specialist

Intercontinental Exchange Holdings, Inc.; Jacksonville (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking an advanced level operations support professional for the ICE Mortgage Servicing Platform.

The role involves working with multiple business functions to resolve operational issues, provide technical support, and serve as a client-facing escalation point. You will analyze client needs, coordinate testing for major applications, and assist with technical discussions.

Qualifications

• Bachelor’s degree or equivalent and 7 years in a product support role.
• Previous consulting, implementation or client-facing experience.
• Mortgage industry and mortgage software experience.
• Strong written and verbal communication skills.
• Ability to work independently and as part of a team.

Responsibilities

• Assist ICE departments by providing professional and industry expertise as needed.
• Work directly with the client to identify and resolve operational issues and make decisions requiring technical expertise.
• Elicit and document client needs by assessing business opportunities, benefits, risks, and success factors of potential solutions.
• Coordinate and execute testing for multiple major applications.
• Independently resolve errors and issues with minimal guidance from management.
• Serve as an intermediary during technical discussions.
• Prepare and review trending statistics.
• Understand file monitoring and management; MPLS, NDM, Cisco and WAN preferred.
• Understand a Mainframe system, file management and file movement theories.
• Familiarity with web service calls and client/server applications.

Skills

Verbal communication

Written communication

Analytical skills

Client relations

Problem solving

Time management

Education

Bachelor’s degree or equivalent

Tools

MS Word

Excel

PowerPoint

Job description

Overview

Job Purpose

Advanced level role for someone who possesses a broad understanding of developing and resolving operational solutions and uses this knowledge to bring solutions to internal and external clients. Works with business partners across multiple business functions to identify and resolve operational issues, to solve problems or make decisions requiring technical expertise or specialized knowledge. This role is client facing and acts independently or as a member of a team responsible for providing technical support as well as support of ICE Mortgage Servicing Platform and associated distributed applications. Serves as a point of escalation for production and operational support and collaborates with the customer, online users, and product owners.

Responsibilities

• Assist other ICE departments by providing professional and industry expertise as needed.
• Works directly with the client to identify and resolve operational issues, to solve problems or make decisions requiring technical expertise or specialized knowledge.
• Elicits and clearly defines client needs by assessing and documenting business opportunities, benefits, risks, and success factors of potential business solutions.
• Coordinates and executes testing for multiple, major applications.
• Independently resolves errors and issues as they occur with minimum involvement and guidance from management.
• Serves as an intermediary during technical discussions
• Preparation and review of trending statistics
• Understanding of file monitoring and management; MPLS, NDM, Cisco and WAN preferred
• Understanding of a Mainframe system, file management and file movement theories
• Familiarity with web service calls, client server type applications and support
• Understanding of networks and network configurations
• Strong technical and analytical background
• Ability to interact with all levels of management
• Performs other related duties as assigned.

Knowledge and Experience

• Bachelor’s degree or the equivalent combination of education, training, or work experience
• Requires 7 years of experience in a product support role.
• Previous consulting, implementation or client facing experience.
• Exceptional verbal and written communication skills.
• Ability to quickly become proficient with new technologies.
• Mortgage industry and mortgage software application experience.
• Familiarity with and understanding of the interfaces and integration processes between the Distributed Systems and MSP applications preferred.
• Experience with ICE products, services, and capabilities.
• Strong analytical skills used to determine client business needs and requirements.
• Ability to present content in a classroom or virtual setting.
• Exceptional verbal and written communication skills. Ability to relate to and communicate effectively with all levels of client personnel, from the CEO to line level staff, in an organized and professional manner.
• Exceptional interpersonal skills and a demonstrated ability to interact with both external and internal customers, establishing and maintaining effective working relationships.
• Knowledgeable in the use of personal computers and able to use multiple PC software systems (MS Word, Excel, PowerPoint)
• Excellent problem solving and analysis skills. Resourceful and proactive in gathering information and sharing ideas.
• Must be able to function well as an independent contributor and as part of a team. Strong time management skills, attention to detail, and resourcefulness
• Strong knowledge of financial and/or loan processing services technology, including systems, applications, practices, and emerging technologies. Ability to quickly become proficient with new technologies.
• Ability to utilize judgment in decision making process
• Client relationship management skills, understanding and focusing on clients’ needs, establishing credibility and building positive, professional, relationships with clients.

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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.