Client Support Specialist at Intercontinental Exchange Holdings, Inc.

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

19 Jun, 26

Salary

0.0

Posted On

21 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Problem Resolution, Service Level Attainment, First-Call Resolution, Case Management, CRM System, Adobe Acrobat, Microsoft Office, Windows Desktop, Windows Registry, Multi-tasking, Customer Soft Skills, SaaS Environment, Client/Server Architecture, Network Troubleshooting, Log Analyzer Tools

Industry

Financial Services

Description

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 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 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 – Adobe Acrobat, 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 Familiar with Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute or Ping 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

Responsibilities

The specialist will leverage technical expertise to assist clients with ICE Mortgage Technology software solutions, aiming to resolve issues promptly while driving service level attainment to departmental standards. Responsibilities also include striving for first-call resolution, managing case backlogs, and accurately documenting all client interactions in the CRM system.