What are the responsibilities and job description for the Client Support Specialist - Surefire position at Intercontinental Exchange?
Job Purpose
Provides in-depth product support to ICE Mortgage clients by resolving incoming inquiries through phone and e-mail communication. Administers the necessary requirements to resolve and maintain client accounts and ensures that the quality and utilization of ICE software products satisfies client needs. Collaborates with Operations, Sales, and Product Management teams to ensure client satisfaction and company initiatives are met.
Work Hours: 9:00 to 6:00 pm
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
Knowledge And Experience
High school diploma or GED
Requires 1-3 years of product and/or application support, customer-facing experience in a call center, or other relevant work experience
Preferred Knowledge And 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
Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.