Client Support Specialist II (Simplifile) Position Available In Duval, Florida

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Company:
Intercontinental Exchange
Salary:
JobFull-timeOnsite

Job Description

Client Support Specialist II (Simplifile) Intercontinental Exchange United States, Florida, Jacksonville 4800 East Deer Lake Drive (Show on map) Jun 21, 2025
Overview Job Purpose The Client Support Specialist II acts as a subject-matter and product-area specialist to provide support to our customer base utilizing Simplifile products, services, platform technologies, and workflows. As an escalation point, the Client Support Specialist I endeavors to deliver complete resolutions in a timely and consistent manner to address our customers’ questions, concerns, and errors encountered in their use of, and interaction with Simplifile’s product and services within their business. The Client Support Specialist I may be deployed virtually to manage and drive resolution of escalated customer issues and is routinely called upon to assist support specialists in complex troubleshooting efforts. Coaching support specialists on escalated customer interactions. Coaching and investigation on JIRA creation and “needs more info” tickets. Responsibilities Leverage technical expertise to assist clients in the use of their Simplifile software solutions
Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned
Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates
Recognize and respond accordingly to systemic customer-impacting problems
Participate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the client
Understand and follow company and departmental guidelines and policies for customer interaction
Maintain and promote consistent behaviors and delivery across the team
Manage case backlog to departmental standards
Effectively use knowledge base, along with all resources available to drive resolution
Assist in escalated customer issues,
Assist support analysts in complex troubleshooting efforts.
Assist in troubleshooting and approving JIRAs, investigate and assist in “needs more info” JIRAs.
Report Incidents to SRE team, join bridge calls or chat threads to assist further if needed by SRE. Knowledge and Experience Two to four years’ experience in a customer service or a technical support role
Maintain a high level of performance on the support team for 6 months to a year
Proven effectiveness in a role that requires multi-tasking and strong customer soft skills
Demonstrated ability to confidently deliver solutions and resolve issues
Team-oriented, demonstrates a professional and cooperative attitude
Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly
Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener
Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback
Analytical; proactive; creative problem solver
Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers
Act with integrity; demonstrate adaptability; execute consistently against job responsibilities #LI-SF1

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