About this role
This role is responsible for front-line technical support for ICE Data Services clients, ensuring exceptional service for mission-critical, time-sensitive data and applications. The specialist will manage cases, provide status updates, document procedures, escalate urgent issues, and diagnose technical problems to communicate clear solutions to customers.
Key Responsibilities
- Provide exceptional overall experience for clients using mission critical data and applications
- Diagnose technical problems and communicate solutions to customers
- Provide case status updates to management and end users
- Maintain up to date documentation and implement standard operating procedures
- Escalate issues to internal groups with urgency and coordinate with counterparts
Technical Overview
You will support clients by troubleshooting issues across operating systems, applications, mobile devices, and communications infrastructure. The role also emphasizes system analysis, documentation accuracy, case escalation with urgency, and post-mortem analysis to mitigate future recurrences.
Ideal Candidate
The ideal candidate is a client support professional with 2+ years of relevant experience (preferred) in service flow and/or CRM ticketing, delivering technical support in a fast-paced environment. They are highly customer-focused, capable of diagnosing technical issues, providing case status updates, and performing post-mortem analysis to prevent future recurrences.
Must-Have Skills
Provide exceptional overall experience for clients using time-sensitivemission critical data and applicationsHandle inbound customer queries in a professional manner with attention to detailtimelinessand consistencyThoroughly diagnose technical problems and communicate solutions to customers
Nice-to-Have Skills
2+ years preferred of service flow experience or CRM ticketing system2+ years client support experiencepreferred
Tools & Platforms
CRM ticketing system
Required Skills
Client supporttechnical supporttime-sensitive datamission critical datacase status updatespost-mortem analysisdocumentationpoliciesprocedureswork processesstandard operating procedurescustomer service guidelinesissue escalationoperating systemsapplicationsmobile devicescommunications infrastructureCRM ticketing systemservice flow experiencesystem analysis
Hard Skills
client supporttechnical supportcase status updatespost-mortem analysisdocumentationpoliciesproceduresand work processesstandard operating procedurescustomer service guidelinesissue escalationoperating systemsapplicationsmobile devicescommunications infrastructuretechnical problem diagnosissystem analysisCRM ticketing systemservice flow experience
Soft Skills
client-facing experienceeducating clientsprofessional handling of inbound customer queriesattention to detailtimelinessconsistencystrong organizational and time management skillsprioritizing multiple taskswork in a fast-paced environmentexcellent verbal communicationadvanced listening skillswritten English language skillsmeeting organization and facilitationclient service excellenceproactive and responsivemethodically breakdown a process or issueask criticalthoughtful questionsstrong analytical and problem-solving skillsfollow-upcommunicate solutions to customerscollaborate and build relations
Keywords for Your Resume
Client Support SpecialistICE Data Servicesclient supporttechnical supportcustomer servicemission critical datatime-sensitive datacase status updatespost-mortem analysisdocumentationpoliciesproceduresand work processesstandard operating procedurescustomer service guidelinesissue escalationoperating systemsapplicationsmobile devicescommunications infrastructureCRM ticketing systemservice flow experiencesystem analysismeeting facilitationadvanced listeningwritten Englishclient-facing
Deal Breakers
Must be able to diagnose technical problems and communicate solutions to customers, Must provide professional inbound customer query handling with attention to detail
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