Client Support Specialist II

Intercontinental Exchange • Stock Exchanges & Market Infrastructure • 4 hours ago
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Salary
≈ $43k – $99k per year (Estimated)
Location
In office (Jacksonville)
Seniority
Middle · 5+ years exp
Visa
H-1B filings in 12 months: 148 · green card filings: 34

Confirmed on the employer's own hiring board on Oct 24, 2026. First seen by Alion on Jun 24, 2026.

Overview
Company
Impact
Profile match

Intercontinental Exchange

Headquartered in Atlanta, Georgia, Intercontinental Exchange is a multinational corporation that operates global financial markets and premier exchanges, including the New York Stock Exchange. The company delivers essential market infrastructure, clearing houses, and comprehensive data services across major asset classes such as equities, energy, and fixed income. Through its advanced digital networks and workflow technologies, it provides institutional clients and global financial institutions with critical risk management and trading execution tools.
ice.com • HQ: Atlanta, United States • Financial Services • Stock Exchanges & Market Infrastructure • Est. 2000
Tech stack of Intercontinental Exchange

Job Purpose

The Analyst, Client Services Operations is responsible for resolving client issues, supporting incident response activities, and delivering consistent, high-quality operational support. This role focuses on execution, technical troubleshooting, and customer communication.

Responsibilities

  • Follow established incident management and escalation procedures
  • Participate in incident response activities such as triage, diagnostics, and customer updates
  • Resolve client service requests and incidents within defined SLAs
  • Provide technical troubleshooting across ICE Mortgage Technology platforms and integrations
  • Document resolutions clearly within ticketing systems and contribute to knowledge base updates
  • Communicate professionally with clients regarding issue status, next steps, and resolutions
  • Collaborate with peers and technical teams to identify root causes of recurring issues
  • Support quality assurance by validating fixes and workarounds
  • Maintain accurate case documentation and operational records
  • Continuously expand product knowledge and operational proficiency

Knowledge and Experience

  • 5+ years of experience in technical support or client operations
  • Working knowledge of incident response, ticketing systems, and escalation paths
  • Strong troubleshooting, communication, and documentation skills
  • Encompass experience a plus
  • Strong understanding of SaaS operations and client support workflows
  • Proficiency with Windows desktop environments and basic networking concepts
  • Customer-focused and execution-oriented
Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
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