Senior Client Solutions & 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

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.