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Job Description
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