Client Support Specialist II

Overview

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

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