Client Support Specialist II

As an Application Support Analyst at ICE Digital Trade, you will be an integral part of the team providing first-line support for customers utilizing our paperless global trade management solutions. Your role is crucial in ensuring strong customer service and efficient resolution of reported issues and incidents. Your responsibilities will include: - Providing level 1 application support by collaborating with level 2 and level 3 support teams to resolve customer-reported problems - Managing the onboarding and off-boarding processes for clients using ICE Digital Trade products and services - Updating the ticketing system (e.g. Salesforce, ServiceNow, JIRA) with details of reported issues and their resolutions - Addressing user requests, incidents, and problems promptly to ensure timely resolution - Participating in testing to validate and understand application logic and behavior - Escalating issues to the team lead when necessary in a timely and appropriate manner - Establishing and maintaining strong relationships with clients and internal teams - Conducting root cause analysis and overseeing resulting action items until resolution - Developing and updating the knowledge base to facilitate ongoing support - Contributing to system monitoring, alerting, and implementing preventive measures - Handling incidents resolution, requests, and taking proactive measures to minimize corrective maintenance activities - Creating and maintaining a comprehensive knowledgebase Qualifications required for this role include: - Bachelor's or equivalent university degree - Proficiency in verbal and written English - Strong time-management and organizational skills - Familiarity with system and application support is advantageous - Basic knowledge of database, XML, SPLUNK, Salesforce, and Servicenow is a plus - Willingness to work flexible hours in a 24/7 support environment - Experience with ITSM tool ServiceNow is beneficial Join ICE Digital Trade's Application Support team to contribute to our mission of digitizing and streamlining global trade operations while providing top-notch customer service.,