What are the responsibilities and job description for the Senior Client Support Specialist position at Intercontinental Exchange Holdings, Inc.?
Overview
Job Purpose
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.
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.
Knowledge and Experience
- 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
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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.