SaaS Technical Client Support Specialist

Intercontinental Exchange Holdings, Inc.; Jacksonville (FL); On-site; USD 70,000 - 100,000; Full time

Job summary

Intercontinental Exchange is seeking a Client Support Specialist to serve as a frontline technical resource for ICE Mortgage Technology products. You will assist clients in installation, configuration, and usage, escalating to backline engineers as needed.

You will work in a fast-paced SaaS environment, focusing on timely resolutions, service levels, and quality customer interactions while documenting all activities in the CRM system.

Qualifications

• 3 years’ experience in a customer-facing technical support role or 1 year with a bachelor’s degree or equivalent.
• Experience with Windows, Office, REST APIs, SQL Server, relational databases, SaaS apps, JavaScript or Python, HTML/CSS.
• Familiar with writing and executing SQL queries and supporting Microsoft SQL Server.

Responsibilities

• Provide frontline technical support for ICE Mortgage Technology products and related platform tools.
• Resolve client issues promptly with limited guidance and escalate when required.
• Drive service levels and ensure timely, complete resolutions for clients.
• Document client interactions accurately in the CRM system for traceability.
• Coordinate with backline engineers and product teams to address defects and enhancements.

Skills

Customer-facing experience

Multitasking

Written and verbal communication

Analytical thinking

Team player

Education

Bachelor’s degree or equivalent

Tools

Splunk

SQL Server

Job description

Intercontinental Exchange is seeking a Client Support Specialist to serve as a frontline technical resource for ICE Mortgage Technology products. You will assist clients in installation, configuration, and usage, escalating to backline engineers as needed.

You will work in a fast-paced SaaS environment, focusing on timely resolutions, service levels, and quality customer interactions while documenting all activities in the CRM system.