• Client Support Specialist

    Intercontinental Exchange (ICE) (Omaha, NE)


    Overview

     

    Work Hours: 10:00 am to 7:00 pm Central time

    Responsibilities

    + Leverage technical expertise to assist clients in the use of their ICE Mortgage Technology software solutions

    + Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned

    + Drive service level attainment to departmental standards

    + 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

    + Thoroughly and accurately document details of all client interactions in CRM system

    Knowledge and Experience

    + Three (3) years’ experience in a customer-facing technical support role or 1 year experience and a bachelor’s degree or equivalent

    + Demonstrated relevant competency in the following areas – Desktop and Mobile browser troubleshooting, Microsoft Office products, Windows Desktop including Windows Registry

    + 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

    + Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed

    + Experience working in a SaaS environment

    + Prior Encompass experience a plus

    + Familiar with Client/Server Architecture and network troubleshooting tools such as Traceroute, Ping or nslookup

    + Familiarity with Splunk or other log analyzer tools

    + 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

    \#LI-SF

    Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.