Job Information
Intercontinental Exchange (ICE) Analyst, Technical Support in Pune, India
Job Description
Responsibilities
Add/Delete internal users to client databases
Adjust queues for client uses
Work with Infosec and customers to ensure client certificates are up to date
Generate requested reports
Work with internal teams to update RPA scripts, Extraction Sets Quarterly and as needed
Update Document Dictionary as requested by client or internal
Adjust XML as per configuration requirements with tools such as Postman
Conduct initial smoke testing of sites after configuration and before handing site over to client for their testing
Work with internal teams to create testing documents for client testing scenarios
Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on doing what is best for the customer
Create standard templates for data export and import processes.
Create SOP documents and other informational documents to be shared with internal team members
Demonstrate strong follow-through and consistently keep commitments to internal and external customers
Knowledge and Experience
2+ years of experience providing technical support/customer service in a B2B environment
1+ years of experience in the mortgage lending and financial services market, preferred
Strong written and verbal communication/presentation skills, and comfortable communicating with both technical and non-technical audiences
Strong meeting ownership: note-taking ability, define action items, follow-up
Very strong problem solving and decision-making skills
Excellent time management and organizational skills
Ability to work efficiently and independently
Ability to work under pressure and time constraints, handling multiple tasks simultaneously
Initiative and strong sense of ownership
Broad understanding of cloud technologies
Strong knowledge of Microsoft products (Windows 10, MS Office)
Proficient networking troubleshooting abilities
Ability to read and comprehend XML
Prior experience using a case tracking system (preferably Salesforce and/or JIRA)