Client Support Specialist I with Splunk and SQL Experience at Intercontinental Exchange Holdings, Inc.

Hyderabad, Telangana, India -

Full Time

Start Date

Immediate

Expiry Date

08 May, 26

Salary

0.0

Posted On

07 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Support, Technical Support, SQL, Splunk, Troubleshooting, Customer Service, Communication, Problem Solving, Time Management, Teamwork, Technical Savvy, API Analysis, ElasticSearch, FTP Logs, Web Server Logs, Network Analysis

Industry

Financial Services

Description

Job Description Job Purpose The Client Support Specialist acts as a support resource to our customer base utilizing ICE Mortgage Technology products, services, platform technologies, and workflows. The 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 IMT product and services within their business. Responsibilities Develop and effectively apply learned technical and domain expertise to assist customers in the intended and proper use of mortgage-based software solutions. Resolve technical problems reported by the customer to the agent in a timely manner with minimal assistance for 85% of all cases assigned at six-month’s tenure in the role while maintaining a satisfactory level of customer satisfaction. Support and 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 in accordance to departmental standards. Have awareness for, and develop recognition of systemic customer-impacting problems, and respond appropriately per departmental procedure. Understand and follow company and departmental guidelines and policies for customer interaction/customer service. Adopt and exhibit core behaviors toward teamwork and professionalism as defined by departmental standard. Manage customer interactions as set forth by department policy and procedure. Adhere to schedule as set forth by management. Manage case backlog to departmental standards. Thoroughly and accurately document details of all customer interactions in appropriate case management system. Knowledge and Experience 2 years equivalent customer service or technical support experience. Possesses and ability to manage own time to department and team standards and expectations. Ability to Analyze and compare the conceptual and technical symptoms of a reported software problem to expected functionality and accurately identify the key differences, probable cause, and corrective course of action. An ability to demonstrate basic competency in software application problem diagnosis, troubleshooting, and resolution. Collaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy. Communicates Effectively: Develops and delivers, by written and oral communications, information which is clear, salient, and audience appropriate. Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one. Deliver salient information and complete solutions with confidence. Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer. Decision Quality: Makes sound, timely decisions toward agreed upon personal, company, and departmental/team objectives and goals. Consistently demonstrates good judgement; Considers relevant factors; Applies good practices and methodology to decision making. Understands and appropriately balances and prioritizes work efforts to operational needs. Nimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge. Technical Savvy: Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills. Capacity to understand technical concepts, processes, procedures, and tools. An aptitude for technical problem solving, including the ability to learn and adopt new technical concepts, processes, and troubleshooting procedures. Preferred Knowledge and Experience Self-manage work to meet team goals and objectives Basic understanding of B2B software in complex multi-user environments (desktop and web-based) Drives results: Consistently achieves goals; persistent and empowering Manages ambiguity: Remains productive when information is incomplete; adaptable and resilient Manages complexity: Collects and analyzes large volumes of diagnostic data for issue resolution Critical thinking and problem-solving skills Advanced troubleshooting and ticket management 3 years Splunk: Advanced queries, dashboards, and reports 3 years analyzing API and microservices logs 3 years troubleshooting FTP logs (GoAnywhere and similar systems) Basic experience reading network TCP dump/sniffer traces Troubleshoot web server logs and high-level issues Understand browser developer tools and HAR files Basic RPC concepts and XML transaction reading 1+ year Microsoft SQL Server: Intermediate query writing ElasticSearch troubleshooting: Log/app analysis, cluster health monitoring, search performance and data ingestion issues

Responsibilities

The Client Support Specialist provides support to customers using ICE Mortgage Technology products and services, aiming to resolve issues in a timely manner. They are responsible for documenting customer interactions and managing case backlogs according to departmental standards.