Job Description:
Job Purpose
ICE Digital Trade provides paperless global trade management solutions which digitize, automate, and accelerate trade & post-trade operations, finance, logistics, compliance, and visibility.
The Client Support Specialist will work with the ICE Digital Trade Application Support team to provide first-line support for customers who use our proprietary shipping and trade documentation solutions. The ideal candidate will become well-versed in our products, markets, and operations, and is pivotal to Intercontinental Exchange's (ICE) commitment to strong customer service.
Responsibilities
-
Resolve incidents & requests
-
Take pro-active actions / measures to limit corrective maintenance activities
-
Create and maintain knowledgebase
-
Provide level 1 application support, liaising with level 2 and level 3 support teams to resolve reported issues and incidents
-
Onboard and off-board clients for ICE Digital Trade products and services
-
Update the ticketing system (e.g. Salesforce, ServiceNow, JIRA) for the reported problem and resolution
-
Promptly address user requests, incidents, and problems, ensuring timely resolution
-
Participate in testing to verify and understand the application logic and behavior
-
Escalate issues to the team lead in a timely and appropriately manner
-
Maintain strong relationship with clients and internal teams
-
Undertake root cause analysis and manage resulting action items to resolution
-
Develop and maintain the knowledge base for ongoing support
-
Contribute to system monitoring, alerting, and preventive measures
Knowledge and Experience
-
Bachelor’s or equivalent university degree
-
Excellent verbal and written English language skills
-
Excellent time-management and organizations skill
-
Knowledge in system and application support preferred
-
Basic knowledge on database, XML, SPLUNK, Salesforce, Servicenow is a plus
-
Able to work flexible hours in a 24/7 support environment
-
Experience with ITSM tool ServiceNow is a plus
