Job Description

Hyderabad, India Operations In-Office 10698


Overview

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 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

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 database, XML, SPLUNK, Salesforce, ServiceNow is a plus Able to work flexible hours in a 24/7 support environment * Experience with ITSM tool ServiceNow is a plus