Qureos Mentor

Intercontinental Exchange

<div>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&rsquo; questions, concerns, and errors encountered in their use of, and interaction with Simplifile product and services within their business. 
Responsibilities<ul><li>
Develop and effectively apply learned technical and domain expertise to assist customers in the intended and proper use of Simplifile software solutions.</li><li>
Resolve technical problems reported by the customer to the agent in a timely manner with minimal assistance for 85% of all cases assigned at six-month&rsquo;s tenure in the role while maintaining a satisfactory level of customer satisfaction.</li><li>
Support and drive service level attainment to departmental standards.</li><li>
Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates in accordance to departmental standards.</li><li>
Have awareness for, and develop recognition of systemic customer-impacting problems, and respond appropriately per departmental procedure.</li><li>
Understand and follow company and departmental guidelines and policies for customer interaction/customer service.</li><li>
Adopt and exhibit core behaviors toward teamwork and professionalism as defined by departmental standard.</li><li>
Manage customer interactions as set forth by department policy and procedure.</li><li>
Adhere to schedule as set forth by management.</li><li>
Manage case backlog to departmental standards.</li><li>
Thoroughly and accurately document details of all customer interactions in appropriate case management system.</li></ul> 
Knowledge and Experience<ul><li>
2 years equivalent customer service or technical support experience.
</li><li>Possesses and ability to manage own time to department and team standards and expectations.</li><li>
Ability to Analyze and compare the conceptual and technical symptoms of a reported software problem to expected functionality and accurately identify the key differences, probable cause, and corrective course of action.</li><li>
An ability to demonstrate basic competency in software application problem diagnosis, troubleshooting, and resolution.</li><li>
Collaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy.</li><li>
Communicates Effectively: Develops and delivers, by written and oral communications, information which is clear, salient, and audience-appropriate. Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one. Deliver salient information and complete solutions with confidence.</li><li>
Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer.</li><li>
Decision Quality: Makes sound, timely decisions toward agreed upon personal, company, and departmental/team objectives and goals. Consistently demonstrates good judgement; Considers relevant factors; Applies good practices and methodology to decision making. Understands and appropriately balances and prioritizes work efforts to operational needs.</li><li>
Nimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge.</li><li>
Technical Savvy: Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills. Capacity to understand technical concepts, processes, procedures, and tools. An aptitude for technical problem solving, including the ability to learn and adopt new technical concepts, processes, and troubleshooting procedures.</li></ul> 
Preferred Knowledge and Experience<ul><li>
Plan and self-manage work efforts to goals and department/team objectives.</li><li>
Possesses a basic understanding of business-to-business software applications utilized in complex multi-user environments that are both desktop application based and fully web-based.</li><li>
Drives Results: Is able to consistently demonstrate achievement of results toward goals and objectives. Persistent; Empowered; Promotes and appropriately encourages others to meet/exceed goals.</li><li>
Manages Ambiguity: Demonstrates an ability to remain productive and function effectively in the role when situations are uncertain, unclear, or where situational information is not complete. Adaptable; Flexible; Resilient.</li><li>
Manages Complexity: Obtains relevant diagnostic information and apply to issue analysis and resolution efforts. Possesses the capability, capacity, and patience to collect and consider complex, large quantities, and/or potentially contradictory information in the process of triage, problem analysis, and resolution.</li><li>
Critical thinking; Problem solving.</li></ul>
#LI-SF1
-: Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.</div>

Client Support Specialist - Simplifile

<div>Overview:

Job Purpose
Intercontinental Exchange, Inc. (ICE) is a leading operator of global exchanges, clearing houses, data, and listings services. We connect businesses around the world to unique opportunities in markets that drive the global economy. We are a diverse and inclusive company that values innovation, collaboration, and excellence. ICE team members work across departments and traditional boundaries to innovate and respond to industry demand. A successful candidate will be able to multitask in a dynamic team-based environment demonstrating strong problem-solving and decision-making abilities and the highest degree of professionalism. 
The EUC team is responsible for supporting all hardware, software and technology used by in-office and remote users to execute their daily responsibilities. As our end users support multiple businesses at ICE, EUC collaborates with enterprise stakeholders to focus on efficient processes and policies that improve user productivity and efficiency. 
Responsibilities<ul><li>
Onboard and train new internal and external users in ICE&rsquo;s environment</li><li>
Support and advance the global corporate computing environment</li><li>
Support hardware, software, and network needs for Windows, Mac, and virtual environments</li><li>
Manage tickets and incidents in ServiceNow including issue resolution, escalation, and documentation management</li><li>
Deploy hardware and software including desktop and laptop imaging software and VoIP</li><li>
Provision Active Directory, Azure, Intune, and Exchange Online including device authentication and maintaining users, groups, and distribution lists</li><li>
Manage hardware inventory, mobile device support, purchasing, and file/print/DHCP</li><li>
Troubleshoot and support conference room AV and video conferencing systems (Zoom, Teams, Webex, etc.)</li><li>
Support broker and trading floor technology (New York based EUC analysts only)</li></ul> 
Knowledge and Experience<ul><li>
Bachelor&rsquo;s degree in Computer Science, MIS, CIS, or related field</li><li>
Ability to stand, stoop, kneel, bend, crouch, and lift 50+ pounds</li><li>
Experience with Active Directory, Azure, Intune, Exchange Online, and Windows desktop/server troubleshooting</li><li>
Experience with networking technology such as Cisco and Juniper</li><li>
Experience with Windows OS, Mac OS, and Microsoft Office Suite</li><li>
Knowledge of scripting and PowerShell preferred</li><li>
Demonstrates a foundational understanding of AI‑powered productivity and analytics tools, including their capabilities, limitations, and appropriate use cases.</li></ul> 
Desirable Skills<ul><li>
Experience in an exchange, trading facility, or financial services environment</li><li>
Strong multitasking, time prioritization, collaborative and communication skills</li></ul>
-: Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.</div>

Analyst, EUC

Join Intercontinental Exchange and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Intercontinental Exchange

About Company

Client Support Specialist - Simplifile

Analyst, EUC