glassdoor.com sales-marketing customer support technician

Customer Support Technician


Job Purpose
Primarily responsible for quickly and effectively diagnosing and resolving technical support issues by way of incoming client phone calls and emails.
Responsibilities
  • Handle incoming client questions, concerns and requests
    • Answer incoming phone calls from clients and internal employees
    • Respond to and resolve incoming emails and auto generated tickets within Zendesk (internal tracking and data entry tool)
    • Follow up with clients or internal employees in a timely manner
    • Document client and employee interactions related to specific accounts or users through Zendesk
    • Handle after-hours phone calls on a rotational basis
  • Stay up to date and provide timely responses to company email, whether it be from clients or internal employees
  • Update internal articles which may be outdated or lacking in detail
  • Proactively reach out to clients or counties in order to fully understand the issue at hand and resolve it as accurately and efficiently as possible
  • Appropriately prioritize work flow (phone calls, client emails, internal tickets, personal emails, proactive follow ups)
  • Identify and report potential system bugs through JIRA (internal tracking tool)
  • Establish personal Quarterly Goals with assigned Team Lead
    • Select areas of work performance to focus on and improve in
    • Receive and accept coaching and feedback from Team Leads and implement said tips and recommendations
  • Preserve company culture
    • Work well and closely with peers to help one another resolve client requests in the most effective and efficient manner possible
    • Participate in collaborative efforts for improving Support policies and procedures
    • Help to create an environment of unified excellence
    • Minimum of 6 months of previous customer service/support experience
    • Familiar with CRM’s, or support automation and ticketing systems
    • Providing customers with information regarding solution updates and support services
    • Logging cases, coordinating with software developers to resolve cases, and documenting case resolution within a knowledge base
    • Using interactive support tools and services such as online forums and remote desktop sharing services
    • Previous experience supporting web-based applications a strong plus

Knowledge and Experience
  • Attentive interpersonal skills and a friendly, courteous, service-oriented communication style (demonstrated with clients and peers)
  • Ability to maintain calm, helpful demeanor while multitasking and working under the pressure of customer issues
  • Self-motivated, driven, and proactive in seeking to meet customer and company needs
  • Excellent soft skills, including the ability to collaborate and work well with others
  • Strong sense of ownership and pride in assignments
  • Ability to clearly articulate issues in non-technical terms so as to quickly find solutions and confirm understanding
  • Desire to obtain proficiency in networking, hardware and related technology concepts, web services, and application hosting
  • Punctual and reliable with high integrity and commitment
  • Excellent verbal and written communication skills
  • Able to perform on-call responsibilities (on a rotational basis)

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.
Additional Information


  • Job Type: Standard


  • Schedule: Full-time

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