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 ICE’s commitment to strong customer service.  

 

Responsibilities

Resolve incidents & requestsTake pro-active actions / measures to limit corrective maintenance activitiesCreate and maintain knowledgebaseProvide level 1 application support, liaising with level 2 support teams to resolve reported issues and incidentsOnboard and off-board clients for ICE Digital Trade products and servicesPromptly address user requests, incidents, and problems, ensuring timely resolutionEscalate issues to the team lead in a timely and appropriately mannerMaintain strong relationship with clients and internal teamsUndertake root cause analysis and manage resulting action items to resolutionDevelop and maintain the knowledge base for ongoing supportContribute to system monitoring, alerting, and preventive measures

 

Knowledge and Experience

Bachelor’s or equivalent university degreeExcellent verbal and written English language skillsExcellent time-management and organizations skillKnowledge in system and application support preferredBasic knowledge on SPLUNK, Salesforce, ServiceNow is a plusAble to work flexible hours in a 24/7 support environmentExperience with ITSM tool ServiceNow is a plus