Analysis Skills, Communication Skills, Customer Service Operations, Customer Support/Service, Desktop Environments, Documentation, Identify Issues, Incident Management, Incident Response, Knowledge Base, Microsoft Exchange Server, Microsoft Windows Desktop, Mortgage, Operational Support, Quality Assurance, Resolve Customer Issues, Root Cause Analysis, Service Level Agreement (SLA), Software as a Service (SaaS), Technical Support
LOCATION
Jacksonville, Florida
POSTED
30+ days ago
Overview:
Job Purpose
The Analyst, Client Services Operations is responsible for resolving client issues, supporting incident response activities, and delivering consistent, high‑quality operational support. This role focuses on execution, technical troubleshooting, and customer communication.
Responsibilities
Follow established incident management and escalation procedures
Participate in incident response activities such as triage, diagnostics, and customer updates
Resolve client service requests and incidents within defined SLAs
Provide technical troubleshooting across ICE Mortgage Technology platforms and integrations
Document resolutions clearly within ticketing systems and contribute to knowledge base updates
Communicate professionally with clients regarding issue status, next steps, and resolutions
Collaborate with peers and technical teams to identify root causes of recurring issues
Support quality assurance by validating fixes and workarounds
Maintain accurate case documentation and operational records
Continuously expand product knowledge and operational proficiency
Knowledge and Experience
2+ years of experience in technical support or client operations
Encompass experience a plus
Strong understanding of SaaS operations and client support workflows
Working knowledge of incident response, ticketing systems, and escalation paths
Proficiency with Windows desktop environments and basic networking concepts
Strong troubleshooting, communication, and documentation skills
Customer‑focused and execution‑oriented
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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.