Client Support Specialist II

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 ICE Digital Trade Application Support team provides first-line support for customers who use our proprietary shipping and trade documentation solutions.

Responsibilities

The Application Support Analyst is well-versed in our products, markets, and operations, and is pivotal to ICE’s commitment to strong customer service. The successful candidate will:

• 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
• Incidents resolution & request handling
• Pro-active actions / measures to limit corrective maintenance activities
• Knowledgebase creation & maintenance

Knowledge and Experience

• Bachelor’s or equivalent university degree
• Excellent verbal and written English language skills
• Excellent time-management and organizations skill
• Knowledgeable in system and application support preferred
• Basic knowledge on database, XML, SPLUNK, Salesforce, Servicenow and advantage
• Able to work flexible hours in a 24/7 support environment
• Experience with ITSM tool ServiceNow is a plus