Client Support Specialist II
full-time•Pune
About this role
Job Description
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 as per 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 interactions
- Maintain and promote consistent behaviors and delivery across the team
- Manage case backlog as per 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
Preferred Knowledge and Experience
- 3+ years’ technical support experience in a customer-facing technical role or equivalent
- Ability to interpret and understand scripting languages such as VB, JavaScript, REST, JSON, etc.
- Ability to test API via POSTMAN
- SQL familiarity, basic troubleshooting of DB exceptions, SQL queries, etc.
- User level experience with MS SQL or Oracle DB
- Understanding of Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute or Ping
- Programming experience with .NET
- Experience with Splunk, Kibana or other log analyzer tools
- Demonstrate relevant competency in one or more areas – ICE Mortgage Technology (or industry related) products and services, or client-server business systems software
- Demonstrate competency in Windows server platform, Microsoft SQL database, SaaS browser-based applications, HTML, AWS, relevant web technologies, and networking
- Mortgage Industry experience preferred
- 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
Other facts
Tech stack
Technical Support,Scripting Languages,API Testing,SQL,Database Troubleshooting,Client/Server Architecture,Network Troubleshooting,Programming,Log Analysis,Windows Server,SaaS Applications,HTML,AWS,Customer Service,Multi-tasking,Problem Solving
About Intercontinental Exchange Holdings, Inc.
ICE (NYSE: ICE) connects people to data, technology and expertise that create opportunity and inspire innovation.
For terms of use, visit www.ice.com/privacy-security-center/terms-of-use
What you'll do
- Assist clients in using ICE Mortgage Technology software solutions and resolve problems efficiently. Maintain service levels and manage case backlog while ensuring accurate documentation of client interactions.
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Frequently Asked Questions
What does a Client Support Specialist II do at Intercontinental Exchange Holdings, Inc.?
As a Client Support Specialist II at Intercontinental Exchange Holdings, Inc., you will: assist clients in using ICE Mortgage Technology software solutions and resolve problems efficiently. Maintain service levels and manage case backlog while ensuring accurate documentation of client interactions..
Why join Intercontinental Exchange Holdings, Inc. as a Client Support Specialist II?
Intercontinental Exchange Holdings, Inc. is a leading Financial Services company.
Is the Client Support Specialist II position at Intercontinental Exchange Holdings, Inc. remote?
The Client Support Specialist II position at Intercontinental Exchange Holdings, Inc. is based in Pune, India. Contact the company through Clera for specific work arrangement details.
How do I apply for the Client Support Specialist II position at Intercontinental Exchange Holdings, Inc.?
You can apply for the Client Support Specialist II position at Intercontinental Exchange Holdings, Inc. directly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process. You can also learn more about Intercontinental Exchange Holdings, Inc. on their website.