Client Support Specialist
Actively Reviewing the ApplicationsICE
Posted 1 day ago
•
Apply by June 11, 2026
Job Description
Job Description
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
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 support teams to resolve reported issues and incidents
- Onboard and off-board clients for ICE Digital Trade products and services
- Promptly address user requests, incidents, and problems, ensuring timely resolution
- 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
- 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 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
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