{"id":3703887,"url":"https://alion.io/job/intercontinental-exchange-client-support-specialist-2","title":"Client Support Specialist","company":{"id":58612,"name":"Intercontinental Exchange","domain":"ice.com","url":"https://alion.io/company/intercontinental-exchange","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jibe","truth_index":{"grade":"B","score":78,"open_postings":43,"ghost_share":0,"stale_share":0.86,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Jacksonville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-03T13:34:00Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-04T16:23:42Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"The Client Support Specialist I acts as a subject-matter expert and product specialist to provide technical and business support to our customer base utilizing ICE Mortgage Technology products, services, platform technologies, and workflows. The Client Support Specialist I 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 ICE Mortgage Technology product and services within their business.\nProducts supported include: Bankruptcy and Foreclosure\nResponsibilities\nDevelop and effectively apply learned technical and domain expertise to assist customers and team members in the intended and proper use of Ice Mortgage Technology software solutions. \nResolve problems reported by the customer in a timely manner with minimal assistance while maintaining a satisfactory level of customer satisfaction.\nStrive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates in accordance with departmental standards.\nRecognize systemic customer-impacting problems and respond appropriately per departmental procedure.\nUnderstand and follow company and departmental guidelines and policies for customer interaction/customer service.\nAdopt and exhibit core behaviors toward teamwork and professionalism as defined by departmental standards.\nDrive customer interactions as set forth by department policy and procedure.\nAdhere to schedule as set forth by management. \nManage case backlog to departmental standards.\nThoroughly and accurately document details of all customer interactions in appropriate case management system.\nKnowledge and Experience\n2 years equivalent mortgage servicing or technical support experience.\nAbility to manage own time to department and team standards and expectations. \nAn ability to demonstrate basic competency in software application problem diagnosis, troubleshooting, and resolution.\nCustomer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer.\nNimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge. Ability to learn and apply the use of department, job, and role specific policies, processes, procedures, and technologies.\nTechnical 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. \nExcellent customer service, organizational, analytical, and problem-solving skills\nTeam skills, including the ability to establish and maintain effective working relationships both internally as well as externally\nExcellent oral and written communication skills\nPossesses an ability to manage own time to department and team standards and expectations.\nAbility to prioritize and manage work in fast paced high-volume environment\nIntercontinental Exchange, Inc. is an Equal Opportunity Employer. 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