Client Support Specialist (Simplifile)

divh2Client Support Specialist/h2pThe 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./ph3Responsibilities/h3ulliDevelop and effectively apply learned technical and domain expertise to assist customers in the intended and proper use of Simplifile software solutions./liliResolve technical problems reported by the customer to the agent in a timely manner with minimal assistance for 85% of all cases assigned at six-months tenure in the role while maintaining a satisfactory level of customer satisfaction./liliSupport and drive service level attainment to departmental standards./liliStrive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates in accordance to departmental standards./liliHave awareness for, and develop recognition of systemic customer-impacting problems, and respond appropriately per departmental procedure./liliUnderstand and follow company and departmental guidelines and policies for customer interaction/customer service./liliAdopt and exhibit core behaviors toward teamwork and professionalism as defined by departmental standard./liliManage customer interactions as set forth by department policy and procedure./liliAdhere to schedule as set forth by management./liliManage case backlog to departmental standards./liliThoroughly and accurately document details of all customer interactions in appropriate case management system./li/ulh3Knowledge and Experience/h3ulli2 years equivalent customer service or technical support experience./liliAbility to manage own time to department and team standards and expectations./liliAbility 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./liliAbility to demonstrate basic competency in software application problem diagnosis, troubleshooting, and resolution./liliCollaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy./liliCommunicates 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./liliCustomer 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./liliDecision 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./liliNimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge./liliTechnical 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./li/ulh3Preferred Knowledge and Experience/h3ulliPlan and self-manage work efforts to goals and department/team objectives./liliPossesses 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./liliDrives Results: Is able to consistently demonstrate achievement of results toward goals and objectives. Persistent; Empowered; Promotes and appropriately encourages others to meet/exceed goals./liliManages 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./liliManages 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./liliCritical thinking; Problem solving./li/ulpIntercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics./p/div