Client Support Specialist - API

Intercontinental Exchange Holdings, Inc. • Jacksonville, FL

3d

About The Position

The Client Support Specialist is a front-line technical resource for clients using ICE Mortgage Technology products, services, and supporting platform technologies. The role provides timely, consistent, and complete resolutions to technical questions and concerns involving product installation, configuration, and use. The specialist escalates cases to backline engineers according to defined case-management criteria to support complete service and resolution within departmental guidelines.

Requirements

• Three years of experience in a customer-facing technical support role, or one year of experience and a bachelor's degree or equivalent.
• Relevant competency in Microsoft Windows, Microsoft Office, REST APIs, SQL Server, relational databases, SaaS browser-based applications, JavaScript or Python, HTML, and CSS.
• Ability to perform basic PC setup and hardware troubleshooting and understand software and hardware compatibility limitations.
• Experience working in a SaaS environment.
• Familiarity with writing and executing SQL queries and supporting Microsoft SQL Server.
• Familiarity with client/server architecture and network troubleshooting tools such as Telnet, Traceroute, or Ping.
• Ability to read and troubleshoot JavaScript, Python, or similar languages.
• Familiarity with Splunk or other log analyzer tools.
• Proven effectiveness in a role requiring multitasking and strong customer service skills.
• Demonstrated ability to confidently deliver solutions and resolve issues.
• Team-oriented, with a professional and cooperative attitude.
• Flexibility and ability to manage multiple priorities through completion and handle ad hoc projects and requests when needed.
• Ability to make timely, sound decisions using available information, address root causes, recognize problems, and act accordingly.
• Effective written and spoken communication; ability to understand problems, urgency, and desired outcomes without perfect information; willingness to share information and ideas and listen conscientiously.
• Ability to maintain composure and professionalism under pressure, remain open-minded, and solicit feedback.
• Analytical, proactive, and creative problem-solving skills.
• Bias for action, willingness to effect positive change, adaptability, and commitment to customer success.
• Integrity, adaptability, and consistent execution of job responsibilities.

Nice To Haves

• Awareness of Knowledge Centered Service and knowledge article best practices.
• Familiarity with structuring process and procedure documentation.

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.
• Drive service-level attainment to departmental standards.
• Strive for first-call resolution while balancing thoroughness, service quality, and appropriate technical escalation.
• Recognize and respond appropriately to systemic problems affecting 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 to drive resolution.
• Accurately document details of all client interactions in the CRM system.

What This Job Offers

• Job Type: Full-time