{"id":3838276,"url":"https://alion.io/job/intercontinental-exchange-client-support-specialist-simplifile","title":"Client Support Specialist - Simplifile","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":100,"open_postings":6,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":36,"computed_at":"2026-11-09T06:03:00Z"}},"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":["Provo, 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":"2026-11-05T21:08:00Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-06T09:27:18Z","board_verified":false,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Job Purpose\nThe Client Support Specialist acts as a support resource to our customer base utilizing Simplifile products, services, platform technologies, and workflows. The Client Support Specialist 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 Simplifile product and services within their business.\nResponsibilities\nDevelop and effectively apply learned technical and domain expertise to assist customers in the intended and proper use of Simplifile software solutions. \nResolve technical problems reported by the customer to the agent in a timely manner with minimal assistance for 85% of all cases assigned at six-month’s tenure in the role while maintaining a satisfactory level of customer satisfaction. \nSupport and drive 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 in accordance to departmental standards. \nHave awareness for, and develop recognition of 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 standard. \nManage 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 customer service or technical support experience. \nPossesses and ability to manage own time to department and team standards and expectations. \nAbility to Analyze and compare the conceptual and technical symptoms of a reported software problem to expected functionality and accurately identify the key differences, probable cause, and corrective course of action. \nAn ability to demonstrate basic competency in software application problem diagnosis, troubleshooting, and resolution. \nCollaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy. \nCommunicates Effectively: Develops and delivers, by written and oral communications, information which is clear, salient, and audience-appropriate. Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one. Deliver salient information and complete solutions with confidence. \nCustomer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer. \nDecision Quality: Makes sound, timely decisions toward agreed upon personal, company, and departmental/team objectives and goals. Consistently demonstrates good judgement; Considers relevant factors; Applies good practices and methodology to decision making. Understands and appropriately balances and prioritizes work efforts to operational needs. \nNimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge. \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. \nPreferred Qualifications\nPlan and self-manage work efforts to goals and department/team objectives. \nPossesses a basic understanding of business-to-business software applications utilized in complex multi-user environments that are both desktop application based and fully web-based. \nDrives Results: Is able to consistently demonstrate achievement of results toward goals and objectives. Persistent; Empowered; Promotes and appropriately encourages others to meet/exceed goals. \nManages Ambiguity: Demonstrates an ability to remain productive and function effectively in the role when situations are uncertain, unclear, or where situational information is not complete. Adaptable; Flexible; Resilient. \nManages Complexity: Obtains relevant diagnostic information and apply to issue analysis and resolution efforts. Possesses the capability, capacity, and patience to collect and consider complex, large quantities, and/or potentially contradictory information in the process of triage, problem analysis, and resolution. \nCritical thinking; Problem solving. \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":5131,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"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,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 168 · green card filings: 42","filings_12m":168,"filings_prev_12m":325,"green_card_filings_12m":42,"median_offered_wage_usd":119000,"route":null,"cap_exempt":false,"checked_at":"2026-11-09T07:32:21+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":81,"band":"hot","label":"Hiring now","p_open":0.9,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":36,"reasons":["conf:68","velocity","win:early"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/intercontinental-exchange-client-support-specialist-simplifile","json_url":"https://alion.io/job/intercontinental-exchange-client-support-specialist-simplifile.json","meta":{"generated_at":"2026-11-09T19:37:04Z","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":5702,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"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-simplifile"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"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-simplifile"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"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-simplifile"},{"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-simplifile\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fintercontinental-exchange-client-support-specialist-simplifile"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3838276}},{"tool":"search_jobs","arguments":{"company":"ice.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3838276},"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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