Client Support Specialist - Technical

divh2Job Summary/h2pThis role focuses on resolving customer issues efficiently, maintaining high service standards, and ensuring accurate documentation. The position requires strong problem-solving skills, effective communication, and the ability to manage multiple priorities in a fast-paced environment. The ideal candidate proactively identifies systemic issues, contributes to product improvements, and consistently delivers professional, customer-focused support./ph3Key Responsibilities/h3olliResolve problems in a timely manner with minimal assistance for 85% of all cases assigned/liliDrive 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/liliRecognize and respond accordingly to systemic customer-impacting problems/liliParticipate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the client/liliUnderstand and follow company and departmental guidelines and policies for customer interaction/liliMaintain and promote consistent behaviors and delivery across the team/liliManage case backlog to departmental standards/liliEffectively use knowledge base, along with all resources available to drive resolution/liliDocument all client interactions thoroughly in CRM system/li/olh3Knowledge and Experience/h3ulliUnderwriting experience is a plus/liliStrong technical aptitude and/or willingness to learn/liliProven effectiveness in a role that requires multi-tasking and strong customer soft skills/liliDemonstrated ability to confidently deliver solutions and resolve issues/liliTeam-oriented, demonstrates a professional and cooperative attitude/liliExhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed/liliMakes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly/liliCommunicate 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/liliMaintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback/liliAnalytical; proactive; creative problem solver/liliBias for action; willingness to affect positive change; adaptable and committed to the success of our customers/liliActs with integrity; demonstrate adaptability; execute consistently against job responsibilities/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