Client Support Specialist at Intercontinental Exchange Holdings, Inc.

Hyderabad, Telangana, India -

Full Time

Start Date

Immediate

Expiry Date

25 Sep, 26

Salary

0.0

Posted On

27 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Application Support, Incident Resolution, Client Onboarding, Root Cause Analysis, Knowledge Base Management, System Monitoring, Time Management, Organizational Skills, English Communication, Database Knowledge, XML, Splunk, Salesforce, ServiceNow, Jira, ITSM

Industry

Financial Services

Description

Job Description Job Purpose ICE Digital Trade provides paperless global trade management solutions which digitize, automate, and accelerate trade & post-trade operations, finance, logistics, compliance, and visibility. The Client Support Specialist will work with the ICE Digital Trade Application Support team to provide first-line support for customers who use our proprietary shipping and trade documentation solutions. The ideal candidate will become well-versed in our products, markets, and operations, and is pivotal to Intercontinental Exchange's (ICE) commitment to strong customer service. Responsibilities Resolve incidents & requests Take pro-active actions / measures to limit corrective maintenance activities Create and maintain knowledgebase Provide level 1 application support, liaising with level 2 and level 3 support teams to resolve reported issues and incidents Onboard and off-board clients for ICE Digital Trade products and services Update the ticketing system (e.g. Salesforce, ServiceNow, JIRA) for the reported problem and resolution Promptly address user requests, incidents, and problems, ensuring timely resolution Participate in testing to verify and understand the application logic and behavior Escalate issues to the team lead in a timely and appropriately manner Maintain strong relationship with clients and internal teams Undertake root cause analysis and manage resulting action items to resolution Develop and maintain the knowledge base for ongoing support Contribute to system monitoring, alerting, and preventive measures Knowledge and Experience Bachelor’s or equivalent university degree Excellent verbal and written English language skills Excellent time-management and organizations skill Knowledge in system and application support preferred Basic knowledge on database, XML, SPLUNK, Salesforce, Servicenow is a plus Able to work flexible hours in a 24/7 support environment Experience with ITSM tool ServiceNow is a plus

Responsibilities

Provide first-line application support to resolve customer incidents and requests for proprietary shipping and trade documentation solutions. Manage client onboarding, maintain the knowledge base, and perform root cause analysis to limit corrective maintenance.