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Administers the necessary requirements to resolve and maintain client accounts and ensures that the quality and utilization of ICE software products satisfies client needs. Collaborates with Operations, Sales, and Product Management teams to ensure client satisfaction and company initiatives are met.\nWork Hours: 9:00 to 6:00 pm\nResponsibilities\nMaintains and fosters the relationship between the clients and ICE by ensuring client satisfaction, maintaining client communication and problem resolution\nEffectively manages and responds promptly to a high volume of incoming support tickets\nResolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters\nTroubleshoots problems with software applications and recommends corrective action\nDirects requests, concerns, and unresolved issues to the designated internal resource for resolution when appropriate\nDevelops product expertise with desire to share knowledge with internal teams and customers by contributing to training resources and best practices\nManages all aspects of customer support tickets, diagnosing issues and seeing problems through to resolution while providing enterprise level support to our customers via phone, web, and email and other support channels as required\nDocuments customer information and recurring technical issues to support product quality programs and product development\nRecreates client issues in test environment, identifies/documents how applications and systems interact to support business processes\nPerforms other related duties as assigned\nKnowledge and Experience\nHigh school diploma or GED\nRequires 1-3+ years of product and/or application support, customer-facing experience in a call center, or other relevant work experience\nPreferred Knowledge and Experience\nRelated technical certification\nHands-on experience working with help desk systems such as Salesforce and relevant computer applications\nKnowledge of ICE’s products, services, and capabilities\nMortgage industry and CRM Administration experience\nExperience in troubleshooting and triaging software applications\nUAT or other application testing experience\nExperience working in a client-facing role\nStrong phone contact handling skills and active listening\nAbility to multi-task, prioritize and manage time effectively\nStrong analytical and problem-solving skills\nExcellent oral and written communication skills\nStrong documentation skills\nIntercontinental Exchange, Inc. is an Equal Opportunity Employer. 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