Client Support Specialist

Location: Prakāshamnagar

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 & requests
Take pro-active actions / measures to limit corrective maintenance activities
Create and maintain knowledgebase
Provide level 1 application support, liaising with level 2 support teams to resolve reported issues and incidents
Onboard and off-board clients for ICE Digital Trade products and services
Promptly address user requests, incidents, and problems, ensuring timely resolution
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

Knowledge And Experience

Bachelor's or equivalent university degree
Excellent verbal and written English language skills
Excellent time-management and organizations skill
Knowledge in system and application support preferred
Basic knowledge on SPLUNK, Salesforce, Service Now is a plus
Able to work flexible hours in a 24/7 support environment

Experience with ITSM tool Service Now is a plus