Client Support Specialist

Client Support Specialist

Position requires the flexibility to work between the hours of 6 : 00 am and 6 : 00 pm Mountain time. The Client Support Specialist acts as a support resource to our customer base utilizing Simplifile products, services, platform technologies, and workflows. The Client Support Specialist endeavors to deliver complete resolutions in a timely and consistent manner to address our customers' questions, concerns, and errors encountered in their use of, and interaction with Simplifile product and services within their business.

Responsibilities :

Develop and effectively apply learned technical and domain expertise to assist customers in the intended and proper use of Simplifile software solutions.

Resolve technical problems reported by the customer to the agent in a timely manner with minimal assistance for 85% of all cases assigned at six-month's tenure in the role while maintaining a satisfactory level of customer satisfaction.

Support and 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 in accordance to departmental standards.

Have awareness for, and develop recognition of systemic customer-impacting problems, and respond appropriately per departmental procedure.

Understand and follow company and departmental guidelines and policies for customer interaction / customer service.

Adopt and exhibit core behaviors toward teamwork and professionalism as defined by departmental standard.

Manage customer interactions as set forth by department policy and procedure.

Adhere to schedule as set forth by management.

Manage case backlog to departmental standards.

Thoroughly and accurately document details of all customer interactions in appropriate case management system.

Knowledge and Experience :

2+ years equivalent customer service or technical support experience.

Possesses and ability to manage own time to department and team standards and expectations.

Ability to analyze and compare the conceptual and technical symptoms of a reported software problem to expected functionality and accurately identify the key differences, probable cause, and corrective course of action.

An ability to demonstrate basic competency in software application problem diagnosis, troubleshooting, and resolution.

Collaborates : Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy.

Communicates Effectively : Develops and delivers, by written and oral communications, information which is clear, salient, and audience-appropriate. Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one. Deliver salient information and complete solutions with confidence.

Customer Focus : Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer.

Decision Quality : Makes sound, timely decisions toward agreed upon personal, company, and departmental / team objectives and goals. Consistently demonstrates good judgement; Considers relevant factors; Applies good practices and methodology to decision making. Understands and appropriately balances and prioritizes work efforts to operational needs.

Nimble Learning : Willingly and actively learns through experimentation and problem solving. Curious; Learns...

Intercontinental Exchange is an Equal Opportunity Employer and is committed to diversity in its hiring and business practices. All qualified candidates are encouraged to apply.