Job Description

Responsibilities

• Advise customers on best practices for using (application) AIQ in an efficient and effective manner
• Research, troubleshoot and resolve customer issues, as well as communicate status to customer
• Fully document all issues and solutions in the support ticketing system and in accordance with Standard Operating Procedures (SOP)
• Log into the phone system during your assigned shift, to accept and respond to incoming customer calls
• Escalate product defects and enhancement requests via JIRA to the Level 2 team
• Develop and maintain deep of technical knowledge of how AIQ is deployed and configured in the Cloud
• Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on doing what is best for the customer
• Create knowledgebase articles and other informational documents to be shared with customers
• Demonstrate strong follow-through and consistently keep commitments to customers and employees
• Be available for weekend and after-hours on-call production support as needed

Knowledge And Experience

• Minimum 2 years of experience providing technical support/customer service in a B2B environment
• 1-3 years of experience in the mortgage lending and financial services market
• Strong written and verbal communication/presentation skills, and comfortable communicating with both technical and non-technical audiences
• Strong meeting ownership note-taking ability, define action items, follow-up
• Very strong problem solving and decision-making skills
• Excellent time management and organizational skills
• Proven ability to create and maintain strong customer relationships
• Ability to work efficiently and independently
• Ability to work under pressure and time constraints, handling multiple tasks simultaneously
• Initiative and strong sense of ownership
• Solid understanding of API technologies (SOAP, REST)
• Broad understanding of cloud technologies
• Strong knowledge of Microsoft products (Windows 10, MS Office)
• Proficient networking troubleshooting abilities
• Ability to read and comprehend XML
• Prior experience using a case tracking system (preferably Salesforce and/or JIRA)

Schedule

This role offers work from home flexibility of up to 2 days 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.