Client Support Specialist II

4 weeks ago

Provo Utah, United States Intercontinental Exchange Holdings, Inc. Full time
Overview:
Job Purpose

 

The Client Support Specialist I 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

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

Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.   

  • Client Support Specialist II

    3 weeks ago

    Provo, United States Intercontinental Exchange, Inc.(ICE) Full time

    Overview Job Purpose The Client Support Specialist I 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...

  • Client Support Specialist II

    2 hours ago

    Provo, United States Intercontinental Exchange, Inc.(ICE) Full time

    Overview Job Purpose The Client Support Specialist I 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...

  • Client Support Specialist

    4 days ago

    Provo, United States Simplifile Full time

    Overview Job Purpose The Client Support Specialist acts as a support resource to our customer base utilizing Simplifile products, services, platform technologies, and workflows. The Client Support Specialist endeavors to deliver complete resolutions in a timely and consistent manner to address our customers' questions, concerns, and errors encountered in...

  • Client Support Specialist

    2 weeks ago

    Provo, United States Simplifile Full time

    Overview Job Purpose The Client Support Specialist acts as a support resource to our customer base utilizing Simplifile products, services, platform technologies, and workflows. The Client Support Specialist endeavors to deliver complete resolutions in a timely and consistent manner to address our customers' questions, concerns, and errors encountered in...

  • Client Support Specialist

    18 hours ago

    Provo, United States Simplifile Full time

    Overview Job Purpose The Client Support Specialist acts as a support resource to our customer base utilizing Simplifile products, services, platform technologies, and workflows. The Client Support Specialist endeavors to deliver complete resolutions in a timely and consistent manner to address our customers' questions, concerns, and errors encountered in...

  • Peer Support Specialist

    4 days ago

    Provo, United States Wasatch Behavioral Health Full time

    Job DescriptionJob DescriptionAre you passionate about making a positive impact on the lives of young individuals in need? As a Full Time Youth Peer Support Specialist at Wasatch Behavioral Health, you will have the opportunity to work closely with youth at our Youth Outreach Treatment Center in Provo, Utah. Your role as a peer support specialist will...

  • Peer Support Specialist

    4 hours ago

    Provo, United States Wasatch Behavioral Health Full time

    Job DescriptionJob DescriptionAre you passionate about making a positive impact on the lives of young individuals in need? As a Full Time Youth Peer Support Specialist at Wasatch Behavioral Health, you will have the opportunity to work closely with youth at our Youth Outreach Treatment Center in Provo, Utah. Your role as a peer support specialist will...

  • Youth Peer Support Specialist FT

    2 days ago

    Provo, United States Wasatch Behavioral Health Full time

    Are you passionate about making a positive impact on the lives of young individuals in need? As a Full Time Youth Peer Support Specialist at Wasatch Behavioral Health, you will have the opportunity to work closely with youth at our Youth Outreach Treatment Center in Provo, Utah. Your role as a peer support specialist will involve providing guidance, support,...

  • Youth Peer Support Specialist FT

    4 days ago

    Provo, United States Wasatch Behavioral Health Full time

    Are you passionate about making a positive impact on the lives of young individuals in need? As a Full Time Youth Peer Support Specialist at Wasatch Behavioral Health, you will have the opportunity to work closely with youth at our Youth Outreach Treatment Center in Provo, Utah. Your role as a peer support specialist will involve providing guidance, support,...

  • Youth Peer Support Specialist FT

    15 hours ago

    Provo, United States Wasatch Behavioral Health Full time

    Are you passionate about making a positive impact on the lives of young individuals in need? As a Full Time Youth Peer Support Specialist at Wasatch Behavioral Health, you will have the opportunity to work closely with youth at our Youth Outreach Treatment Center in Provo, Utah. Your role as a peer support specialist will involve providing guidance, support,...

  • Enterprise Support Specialist

    1 day ago

    Provo, United States Qualtrics Full time

    At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination,...

  • Enterprise Support Specialist

    1 week ago

    Provo, Utah, United States Qualtrics Full time

    At Qualtrics, we create software the world's best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and...

  • Enterprise Support Specialist

    21 hours ago

    Provo, Utah, United States Qualtrics Full time

    At Qualtrics, we create software the world's best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and...

  • Systems Support Specialist

    1 week ago

    Provo, United States Qualtrics Full time

    At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit,...

  • Systems Support Specialist

    4 days ago

    Provo, United States Qualtrics Full time

    At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination,...

  • Patient Support Specialist

    3 weeks ago

    Provo, United States Serenity Healthcare Full time

    Job DescriptionJob DescriptionPatient Support SpecialistOnsite – Provo, UT Learn how healthcare should be delivered – help people – build a career – no healthcare experience required. Through an innovative approach and patient-centered care, we are revolutionizing the field of healthcare by providing patients with access to TMS treatment. We are...

  • Patient Support Specialist

    7 hours ago

    Provo, United States Serenity Healthcare Full time

    Job DescriptionJob DescriptionPatient Support SpecialistOnsite – Provo, UT Learn how healthcare should be delivered – help people – build a career – no healthcare experience required. Through an innovative approach and patient-centered care, we are revolutionizing the field of healthcare by providing patients with access to TMS treatment. We are...

  • Account Support Specialist

    1 month ago

    Provo, United States Tesani Companies Full time

    Job DescriptionJob DescriptionAccount Support SpecialistLift Credit is an online lender for personal installment loans. Many of our customers have no credit or poor credit, and cannot be approved for a loan with their banks. Our core purpose is to save these credit challenged consumers from payday lending. We want to bridge the gap between bank loans and...

  • Account Support Specialist

    22 hours ago

    Provo, United States Tesani Companies Full time

    Job DescriptionJob DescriptionAccount Support SpecialistLift Credit is an online lender for personal installment loans. Many of our customers have no credit or poor credit, and cannot be approved for a loan with their banks. Our core purpose is to save these credit challenged consumers from payday lending. We want to bridge the gap between bank loans and...

  • Mosquito Control Specialist

    1 week ago

    Provo, United States Mosquito Authority Salt Lake City, UT Full time

    Are you passionate about hard work and committed to improving the lives of others? Do you thrive in a supportive environment and love working outside? Then you are a perfect fit for our team!As a Mosquito Control Specialist at Mosquito Authority, you will use proven mosquito-control products and techniques on both commercial and residential properties. Our...