SaaS Technical Support Specialist

ICE; Jacksonville (FL); Presencial; USD 58.000 - 82.000; Jornada completa

Descripción de la vacante

Intercontinental Exchange, Inc. is seeking a Client Support Specialist to provide technical support for ICE Mortgage Technology products, services, and workflows. You will deliver timely resolutions and support frontline customer service to clients utilizing our software solutions.

The role emphasizes problem-solving, cross-functional collaboration, and maintaining high service levels while documenting client interactions in the CRM and escalating issues when needed.

Formación

• 3 years’ experience in a customer-facing technical support role or 1 year with a bachelor’s degree.
• Proficiency in Adobe Acrobat, Microsoft Office, and Windows Desktop including Registry.
• Ability to multi-task and deliver strong customer service in a SaaS environment.
• Experience with client/server architectures and network troubleshooting tools.

Responsabilidades

• Leverage technical expertise to assist clients in the use of their ICE Mortgage Technology software solutions.
• Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned.
• Drive service level attainment to departmental standards.
• Strive for first-call resolution, balancing completeness of resolution and quality of service.
• Recognize and respond accordingly to systemic customer-impacting problems.
• Participate in the product defect/enhancement closed loop process by identifying defects and enhancements.
• Communicate status updates to the client per guidelines and policies.
• Follow company and departmental guidelines for customer interaction.
• Maintain consistent behaviors and delivery across the team.
• Manage case backlog to departmental standards.
• Utilize knowledge base and all resources to drive resolution.
• Document details of all client interactions in the CRM system.

Conocimientos

Multi-tasking

Customer service

Written communication

Analytical thinking

Educación

Bachelor's degree or equivalent

Herramientas

Adobe Acrobat

Microsoft Office

Windows Desktop (Registry)

Telnet

Traceroute

Ping

Splunk

Descripción del empleo

Intercontinental Exchange, Inc. is seeking a Client Support Specialist to provide technical support for ICE Mortgage Technology products, services, and workflows. You will deliver timely resolutions and support frontline customer service to clients utilizing our software solutions.

The role emphasizes problem-solving, cross-functional collaboration, and maintaining high service levels while documenting client interactions in the CRM and escalating issues when needed.