Senior Client Support Specialist

Intercontinental Exchange, Inc.(ICE)•Jacksonville, FL

33d

About The Position

The Senior Client Support Specialist will lead and oversee a team of specialists to achieve organizational goals. This involves planning, organizing, directing, and coaching specialists to ensure efficient and effective operations. The Senior Client Support Specialist acts as a subject-matter and product-area specialist to provide support to our customer base utilizing Simplifile products, services, platform technologies, and workflows. As an escalation point, the Senior Client Support Specialist endeavors to deliver complete resolutions in a timely and consistent manner to address our customers' questions, concerns, and errors encountered in their use of, and interaction with Simplifile's product and services within their business. The Senior Client Support Specialist may be deployed virtually to manage and drive resolution of escalated customer issues and is routinely called upon to assist support specialists in complex troubleshooting efforts. Coaching support specialists in escalated customer interactions. Coaching and investigation on JIRA creation and "needs more info" tickets. Coaching and training of new hires and continued coaching and training of specialists.

Requirements

Maintain a high level of performance on the support team for 6 months to a year.
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, demonstrates a professional and cooperative attitude
Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly
Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener
Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback
Analytical; proactive; creative problem solver
Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers
Act with integrity; demonstrate adaptability; execute consistently against job responsibilities

Responsibilities

Leverage technical expertise to assist clients in the use of their Simplifile software solutions
Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned
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 enhancements, 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
Assist in escalated customer issues
Assist support analysts in complex troubleshooting efforts.
Assist in troubleshooting and approving JIRAs, investigate and assist in "needs more info" JIRAs.
Report Incidents to SRE team, join bridge calls or chat threads to assist further if needed by SRE.