Client Support Specialist - Technical

Intercontinental Exchange Holdings, Inc.•Jacksonville, AR

About The Position

The Client Support Specialist acts as a technical support resource for clients using ICE Mortgage Technology products, services, platform technologies, and workflows. The role is part of the front-line customer support team and focuses on delivering a high level of technical support and customer service. The specialist works to provide complete, timely, and consistent resolutions.

Requirements

Three years of experience in a customer-facing technical support role, or one year of experience and a bachelor's degree or equivalent.
Demonstrated competency with Adobe Acrobat, Microsoft Office products, and Windows Desktop, including Windows Registry.
Effectiveness in a role requiring multitasking and strong customer-service soft skills.
Ability to confidently deliver solutions and resolve issues.
Team-oriented approach and a professional, cooperative attitude.
Flexibility and ability to complete multiple priorities, ad hoc projects, and requests as needed.
Experience working in a SaaS environment.
Familiarity with client/server architecture and network troubleshooting tools such as Telnet, Traceroute, or Ping.
Familiarity with Splunk or other log analyzer tools.
Ability to make timely, sound decisions using available input, address root causes, recognize problems, and act accordingly.
Effective written and spoken communication; ability to understand problems, urgency, and desired outcomes with incomplete information, share information and ideas, and listen conscientiously.
Ability to remain composed and professional under pressure, remain open-minded, and solicit feedback.
Analytical, proactive, and creative problem-solving skills.
Bias for action, willingness to drive positive change, adaptability, and commitment to customer success.
Integrity, adaptability, and consistent execution of job responsibilities.

Responsibilities

Use technical expertise to assist clients with ICE Mortgage Technology software solutions.
Resolve assigned cases in a timely manner with minimal assistance, targeting 85% of cases.
Meet departmental service-level standards.
Strive for first-call resolution while balancing completeness, service quality, and appropriate technical escalation.
Recognize and respond appropriately to systemic problems that affect customers.
Participate in the product defect and enhancement closed-loop process by identifying defects and enhancements accurately and communicating status updates to clients.
Follow company and departmental guidelines and policies for customer interactions.
Maintain and promote consistent behaviors and service delivery across the team.
Manage the case backlog to departmental standards.
Use the knowledge base and other available resources effectively to resolve issues.
Document client interaction details thoroughly and accurately in the CRM system.