{"id":3718451,"url":"https://alion.io/job/intercontinental-exchange-client-support-specialist-technical","title":"Client Support Specialist - Technical","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":"Microsoft Office","optional":false},{"name":"Splunk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-03T21:46:00Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-06T09:27:18Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"The Client Support Specialist acts as a technical support resource to our clients utilizing ICE Mortgage Technology products, services, platform technologies, and workflows. The Client Support Specialist endeavors to deliver complete resolutions in a timely and consistent manner. This position is an integral part of our ICE Mortgage Technology front line customer support team focused on providing a high level of technical support and customer service.\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 - Adobe Acrobat, Microsoft Office products, Windows Desktop including Windows Registry\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\nExperience working in a SaaS environment\nFamiliar with Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute or Ping\nFamiliarity with Splunk or other log analyzer tools\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. 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