{"id":3838274,"url":"https://alion.io/job/intercontinental-exchange-client-support-specialist-api","title":"Client Support Specialist - API","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":"A","score":96,"open_postings":6,"ghost_share":0,"stale_share":0.167,"repost_share":0,"time_to_fill_p50_days":36,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","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":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"JavaScript","optional":false},{"name":"Microsoft Office","optional":false},{"name":"MS SQL","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"Splunk","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-05T21:44:00Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-06T09:27:18Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"The Client Support Specialist acts as a front-line technical resource to our client base for ICE Mortgage Technology products, services, and for supporting platform technologies. The Client Support Specialist endeavors to deliver complete resolutions in a timely and consistent manner to address our clients’ technical questions and concerns with installation, configuration, and use of their ICE Mortgage Technology product. The Client Support Specialist will escalate to backline engineers based on defined case management criteria to ensure completeness of service and problem resolution within departmental guidelines.\nResponsibilities\nLeverage technical expertise to assist clients in the use of their ICE Mortgage Technology software solutions \nResolve problems in a timely manner with minimal assistance for 85% of all cases assigned\nDrive service level attainment to departmental standards\nStrive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates\nRecognize and respond accordingly to systemic customer-impacting problems\nParticipate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the client\nUnderstand and follow company and departmental guidelines and policies for customer interaction\nMaintain and promote consistent behaviors and delivery across the team\nManage case backlog to departmental standards\nEffectively use knowledge base, along with all resources available to drive resolution\nThoroughly and accurately document details of all client interactions in CRM system\nKnowledge and Experience\n3 years’ experience in a customer-facing technical support role or 1 year experience and a bachelor’s degree or equivalent\nDemonstrated relevant competency in the following areas - Microsoft Windows, Microsoft Office, REST APIs, SQL Server, Relational Databases, SaaS browser-based applications, JavaScript or Python, HTML, CSS\nPC Basic Setup, PC Hardware Troubleshooting & Understanding of Software/Hardware compatibility limitations\nExperience working in a SaaS environment\nFamiliarity with writing and executing SQL queries and supporting Microsoft SQL Server\nFamiliar with Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute or Ping\nAbility to read and troubleshoot JavaScript, Python, or similar languages\nFamiliarity with Splunk or other log analyzer tools\nAwareness of Knowledge Centered Service/Knowledge Article best practices, and familiarity with structuring process & procedure documentation\nProven effectiveness in a role that requires multi-tasking and strong customer soft skills\nDemonstrated ability to confidently deliver solutions and resolve issues\nTeam-oriented, demonstrates a professional and cooperative attitude\nExhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed\nMakes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly\nCommunicate 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\nMaintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback\nAnalytical; proactive; creative problem solver\nBias for action; willingness to affect positive change; adaptable and committed to the success of our customers\nAct with integrity; demonstrate adaptability; execute consistently against job responsibilities\nIntercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.","description_format":"text","description_chars":3880,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance","Stock Exchanges & Market Infrastructure","Financial Data & Market Intelligence"],"lifecycle":[{"event":"open","at":"2026-11-05T21:47:19Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 148 · green card filings: 34","filings_12m":148,"filings_prev_12m":268,"green_card_filings_12m":34,"median_offered_wage_usd":116236,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":36,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-11-06T05:58:05Z"},"pay":null,"html_url":"https://alion.io/job/intercontinental-exchange-client-support-specialist-api","json_url":"https://alion.io/job/intercontinental-exchange-client-support-specialist-api.json","meta":{"generated_at":"2026-11-06T13:54:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25605,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58612},"rest":"https://alion.io/mcp/rest/get_company?id=58612"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fintercontinental-exchange-client-support-specialist-api"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fintercontinental-exchange-client-support-specialist-api"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fintercontinental-exchange-client-support-specialist-api"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/intercontinental-exchange-client-support-specialist-api\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fintercontinental-exchange-client-support-specialist-api"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3838274}},{"tool":"search_jobs","arguments":{"company":"ice.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3838274},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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