Senior Client Support Specialist

Senior Client Support Specialist

Overview Job Purpose The Senior Client Support Specialist will lead and oversee a team of specialists to achieve organizational goals. This involves planning, organizing, directing, and coaching specialists to ensure efficient and effective operations. The Senior Client Support Specialist acts as a subject-matter and product-area specialist to provide support to our customer base utilizing Simplifile products, services, platform technologies, and workflows. As an escalation point, the Senior 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's product and services within their business. The Senior Client Support Specialist may be deployed virtually to manage and drive resolution of escalated customer issues and is routinely called upon to assist support specialists in complex troubleshooting efforts. Coaching support specialists in escalated customer interactions. Coaching and investigation on JIRA creation and "needs more info" tickets. Coaching and training of new hires and continued coaching and training of specialists.

Responsibilities

• Leverage technical expertise to assist clients in the use of their Simplifile software solutions
• Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned
• 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
• Assist in escalated customer issues
• Assist support analysts in complex troubleshooting efforts
• Assist in troubleshooting and approving JIRAs, investigate and assist in "needs more info" JIRAs
• Report Incidents to SRE team, join bridge calls or chat threads to assist further if needed by SRE

Knowledge and Experience

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