SaaS Client Support Engineer

Intercontinental Exchange Holdings, Inc.; Jacksonville (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Intercontinental Exchange, Inc. seeks a Client Support Specialist to serve as a technical support resource for ICE Mortgage Technology products, services, platform technologies, and workflows.

The role focuses on delivering complete resolutions promptly and supporting our front line customer support team. You will leverage technical knowledge to assist clients, strive for first-call resolution, manage case backlog, document interactions in the CRM, and collaborate across teams to identify

Qualifications

• 3 years’ experience in a customer-facing technical support role or 1 year experience and a bachelor’s degree or equivalent.
• Proven competency in Adobe Acrobat, Microsoft Office, Windows Desktop including Windows Registry.
• Experience working in a SaaS environment.
• Familiar with Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute or Ping.
• Ability to multi-task and communicate effectively with customers.

Responsibilities

• Leverage technical expertise to assist clients in the use of their ICE Mortgage Technology software solutions

Education

Bachelor’s degree or equivalent

Tools

Splunk

CRM system

Telnet

Traceroute

Ping

Windows Registry

Adobe Acrobat

Microsoft Office

Windows Desktop

Job description

Intercontinental Exchange, Inc. seeks a Client Support Specialist to serve as a technical support resource for ICE Mortgage Technology products, services, platform technologies, and workflows.

The role focuses on delivering complete resolutions promptly and supporting our front line customer support team. You will leverage technical knowledge to assist clients, strive for first-call resolution, manage case backlog, document interactions in the CRM, and collaborate across teams to identify