SaaS Technical Support Specialist for Clients

ICE; Omaha (NE); Presencial; USD 60.000 - 85.000; 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, platform technologies, and workflows.

This role focuses on delivering complete resolutions in a timely manner as part of a front-line support team. Responsibilities include guiding clients through software solutions, resolving issues with minimal assistance, maintaining SLA targets, and ensuring high-quality customer service.

Formación

• 3 years’ experience in a customer-facing technical support role or 1 year experience and a bachelor’s degree or equivalent
• Demonstrated competency in Adobe Acrobat, Microsoft Office products, Windows Desktop including Windows Registry
• Proven effectiveness in a role that requires multi-tasking and strong customer soft skills
• Demonstrated ability to confidently deliver solutions and resolve issues
• Team-oriented, professional and cooperative attitude
• Experience working in a SaaS environment
• Familiar with Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute or Ping
• Familiarity with Splunk or other log analyzer tools
• Excellent written and spoken communication; ability to work under pressure and maintain composure

Responsabilidades

• Leverage technical expertise to assist clients in the use of 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 while maintaining appropriate technical escalation rates
• Recognize and respond accordingly to systemic customer-impacting problems
• Participate in the product defect/enhancement closed loop process by accurately identifying defects and communicating status updates to the client
• Understand and follow company and departmental guidelines and policies for customer interaction
• Maintain and promote consistent behaviors and delivery across the team
• Manage case backlog to departmental standards
• Effectively use knowledge base, along with all resources available to drive resolution
• Thoroughly and accurately document details of all client interactions in CRM system

Conocimientos

Customer-facing communication

SaaS experience

Technical troubleshooting

Analytical thinking

Multi-tasking

Educación

Bachelor’s degree or equivalent

Herramientas

Splunk

Log analyzer tools

Telnet/Traceroute/Ping

Windows Registry

Microsoft Office

Adobe Acrobat

Descripción del empleo

Intercontinental Exchange, Inc. is seeking a Client Support Specialist to provide technical support for ICE Mortgage Technology products, services, platform technologies, and workflows.

This role focuses on delivering complete resolutions in a timely manner as part of a front-line support team. Responsibilities include guiding clients through software solutions, resolving issues with minimal assistance, maintaining SLA targets, and ensuring high-quality customer service.