Client Support Specialist II
intercontinental exchangeJacksonville (FL)
Client Support Specialist II
Posted 3 days ago
intercontinental exchangeJacksonville (FL)
SENIORITY
Senior
About the role
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 SLAsProvide 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-orientedLI-SF1Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
Before you apply
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A number in mind
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Your notice period
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Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.
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