Lead Client Support Specialist

Job Purpose

The Lead Client Support Specialist acts independently or as a member of a team responsible for providing technical support as well as support of ICE Mortgage Servicing Platform and associated distributed applications. The Lead serves as a point of escalation for production and operational support and collaborates with the customer, online users, and product owners. Collaborates with business partners across multiple business functions to identify and resolve operational issues, to solve problems or make decisions requiring technical expertise or specialized knowledge.

Responsibilities

• Partner directly with the client to identify and resolve operational issues, to solve problems or make decisions requiring technical expertise or specialized knowledge
• Elicit and clearly define client needs by assessing and documenting business opportunities, benefits, risks, and success factors of potential business solutions
• Coordinate and execute testing for multiple, major applications
• Independently resolve errors and issues as they occur with minimum involvement and guidance from management
• Serve as an intermediary during technical discussions
• Prepare and review trending statistics
• Performs other related duties as assigned

Knowledge and Experience

• Bachelor’s degree or an equivalent combination of education, training, or work experience
• 7 years of experience in a product support role
• Prior experience in consulting, implementation, or client-facing roles
• Exceptional verbal and written communication abilities
• Strong client relationship management skills, including understanding and meeting client needs, establishing credibility, and fostering positive, professional relationships
• Proficiency in:
  • File monitoring and management; MPLS, NDM, Cisco, and WAN
  • Mainframe systems, file management, and file movement theories
  • Network configuration and management
  • Interfaces and integration processes between Distributed Systems and MSP applications (preferred)

• Familiarity with web service calls, client-server applications, and technical support
• Solid technical and analytical background
• Ability to interact effectively with all levels of management
• Quick learner with a knack for mastering new technologies
• Experience in the mortgage industry and with mortgage software applications
• Experience with ICE products, services, and capabilities
• Strong analytical skills for determining client business needs and requirements.
• Capable of presenting content in both classroom and virtual settings
• Exceptional verbal and written communication skills, with the ability to communicate effectively with all levels of client personnel, from CEOs to line staff, in an organized and professional manner
• Outstanding interpersonal skills and proven ability to interact with both external and internal customers, establishing and maintaining effective working relationships
• Proficient with personal computers and various software systems (MS Word, Excel, PowerPoint)
• Excellent problem-solving and analytical abilities. Resourceful and proactive in gathering information and sharing ideas
• Ability to function effectively both as an independent contributor and as part of a team
• Strong time management skills, attention to detail, and resourcefulness
• In-depth knowledge of financial and/or loan processing services technology, including systems, applications, practices, and emerging technologies
• Ability to make sound judgments in decision-making processes

Schedule

This role offers work from home flexibility of one day per week.

Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.

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