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IntercontinentalExchange · Jacksonville, Florida +1 more

# Client Support Specialist II

Jacksonville, Florida +1 more Full-time 

Listed on IntercontinentalExchange’s official careers site. Posted June 24, 2026. Check that it is still open and apply there.
[Apply on IntercontinentalExchange’s careers site →](https://careers-ice.icims.com/jobs/12912/login)

[OpenNash Jobs](https://jobs.opennash.com/) / [IntercontinentalExchange](https://jobs.opennash.com/companies/intercontinentalexchange/) / Client Support Specialist II

## Job description

### 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
- 5+ years of experience in technical support or client operations Working knowledge of incident response, ticketing systems, and escalation paths
- Strong troubleshooting, communication, and documentation skills Encompass experience a plus
- Strong understanding of SaaS operations and client support workflows
- Proficiency with Windows desktop environments and basic networking concepts Customer‑focused and execution‑oriented #LI-SF1 Intercontinental Exchange, Inc. is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to legally protected characteristics.

## At a glance
- Posted by the employer: Jun 24, 2026
- First seen by OpenNash: Jul 11, 2026
- Last checked: Oct 18, 2026
- Listed for: 116 days
- Location: Jacksonville, Florida +1 more
- Employment type: Full-time[Apply on IntercontinentalExchange’s careers site →](https://careers-ice.icims.com/jobs/12912/login)

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