Client Support Specialist II

Intercontinental Exchange

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 SLAs
Provide 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‑oriented

#LI-SF1

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.

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Vacancy posted 7 hours ago

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