Post Name Client Support Specialist Date August 25, 2023 Short Info. Institutional investors hold a majority ownership of ICE through the 91.12% of the outstanding shares that they control. This interest is also higher than at almost any other company in the Investment Banks/Brokers industry
ICE Recruitment 2023 Overview
| Company Name | ICE |
| Post Name | Client Support Specialist |
| Job Type | Full Time Job |
| Experience | 0 to 2 years |
| Function/Business Area | financial and commodity marketplaces and exchanges |
| Location | Pune, India |
| Category | Customer Service |
| Official Website | ICE |
| Salary | UPTo 3.0LPA + Incentives |
About ICE Company
Institutional investors hold a majority ownership of ICE through the 91.12% of the outstanding shares that they control. This interest is also higher than at almost any other company in the Investment Banks/Brokers industry.
Why You Should Join
- Leverage technical expertise to assist clients in the use of their ICE Mortgage Technology software solutions
- Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned
- Drive service level attainment to departmental standards
- Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates
- Recognize and respond accordingly to systemic customer-impacting problems
- Participate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the client
- Understand and follow company and departmental guidelines and policies for customer interaction
- Maintain and promote consistent behaviors and delivery across the team
- Manage case backlog to departmental standards
- Effectively use knowledge base, along with all resources available to drive resolution
- Thoroughly and accurately document details of all client interactions in CRM system
- 3 years’ experience in a customer-facing technical support role or 1 year experience and a bachelor’s degree or equivalent
- Demonstrated relevant competency in the following areas – Adobe Acrobat, Microsoft Office products, Windows Desktop including Windows Registry
- PC Basic Setup, PC Hardware Troubleshooting & Understanding of Software/Hardware compatibility limitations
- Experience working in a SaaS environment
- Familiar with Client/Server Architecture including but not limited to VDI/Citrix/Virtualization.
- Network troubleshooting tools such as Telnet, Traceroute or Ping
- Familiarity with Splunk or other log analyzer tools
- Awareness of Knowledge Center Support/Knowledge Article best practices, Familiar with structuring process & procedure documentation
Education Requirement
- Communicate 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
- Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback
- Analytical; proactive; creative problem solver
- Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers
- Act with integrity; demonstrate adaptability; execute consistently against job responsibilities
Skills and Requirements
- Proven effectiveness in a role that requires multi-tasking and strong customer soft skills
- Demonstrated ability to confidently deliver solutions and resolve issues
- Team-oriented, demonstrates a professional and cooperative attitude
- Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed
- Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly