{"id":3201396,"url":"https://alion.io/job/intercontinental-exchange-client-support-specialist-ii-2","title":"Client Support Specialist II","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":75,"open_postings":34,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-10-29T05:49:05Z"}},"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":{"min_usd":41000,"max_usd":90000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":648},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Windows","optional":false}],"status":"closed","first_seen_at":"2026-06-24T17:56:00Z","employer_posted_date":"2026-10-24","last_verified_at":"2026-10-26T21:30:33Z","board_verified":false,"closed_at":"2026-10-26T21:30:33Z","days_open":124,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":123},"description":"Job Purpose\nThe 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.\nResponsibilities\nFollow established incident management and escalation procedures\nParticipate in incident response activities such as triage, diagnostics, and customer updates\nResolve client service requests and incidents within defined SLAs\nProvide technical troubleshooting across ICE Mortgage Technology platforms and integrations\nDocument resolutions clearly within ticketing systems and contribute to knowledge base updates\nCommunicate professionally with clients regarding issue status, next steps, and resolutions\nCollaborate with peers and technical teams to identify root causes of recurring issues\nSupport quality assurance by validating fixes and workarounds\nMaintain accurate case documentation and operational records\nContinuously expand product knowledge and operational proficiency\nKnowledge and Experience\n5+ years of experience in technical support or client operations\nWorking knowledge of incident response, ticketing systems, and escalation paths\nStrong troubleshooting, communication, and documentation skills\nEncompass experience a plus\nStrong understanding of SaaS operations and client support workflows\nProficiency with Windows desktop environments and basic networking concepts\nCustomer-focused and execution-oriented\nIntercontinental Exchange, Inc. is an Equal Opportunity Employer. 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