Client Support Specialist
| Company | Intercontinental Exchange |
|---|---|
| Location | Jacksonville, FL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- High school diploma or GED
- Requires 1+ years of product and/or application support, customer-facing experience in a call center, or other relevant work experience
- Related technical certification
- Hands-on experience working with help desk systems such as Salesforce and relevant computer applications
- Knowledge of ICE’s products, services, and capabilities
- Mortgage industry and CRM Administration experience
- Experience in troubleshooting and triaging software applications
- UAT or other application testing experience
- Experience working in a client-facing role
- Strong phone contact handling skills and active listening
- Ability to multi-task, prioritize and manage time effectively
- Strong analytical and problem-solving skills
- Excellent oral and written communication skills
- Strong documentation skills
Responsibilities
- Maintains and fosters the relationship between the clients and ICE by ensuring client satisfaction, maintaining client communication and problem resolution
- Effectively manages and responds promptly to a high volume of incoming support tickets
- Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters
- Troubleshoots problems with software applications and recommends corrective action
- Directs requests, concerns, and unresolved issues to the designated internal resource for resolution when appropriate
- Develops product expertise with desire to share knowledge with internal teams and customers by contributing to training resources and best practices
- Manages all aspects of customer support tickets, diagnosing issues and seeing problems through to resolution while providing enterprise level support to our customers via phone, web, and email and other support channels as required
- Documents customer information and recurring technical issues to support product quality programs and product development
- Recreates client issues in test environment, identifies/documents how applications and systems interact to support business processes
- Performs other related duties as assigned
Preferred Qualifications
-
No preferred qualifications provided.