233 Support Staff jobs in Clermont

Job Description

Job Description

We are seeking a Customer Support Specialist to join our growing team in New Orleans, LA. This role is essential in maintaining our commitment to excellent client service by providing timely and effective support. The ideal candidate is detail-oriented, communicates clearly, and thrives in a fast-paced environment.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and in-person

• Resolve customer issues efficiently while maintaining a professional attitude

• Document all customer interactions in the system accurately

• Coordinate with internal departments to ensure customer satisfaction

• Assist in processing orders, returns, and service requests

• Maintain up-to-date knowledge of company products and services

• Contribute to a positive team environment and suggest process improvements

Qualifications:
Qualifications

Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred

• Previous experience in customer service or support roles

• Excellent verbal and written communication skills

• Strong problem-solving abilities and attention to detail

• Proficient in Microsoft Office and general computer skills

• Ability to multitask and manage time effectively

Additional Information

Benefits

• Competitive salary ($44,000 - $63,000 annually)

• Opportunities for professional growth and career development

• Supportive and collaborative team environment

• Paid time off and holiday schedule

• Ongoing training and skills development

Job Type

Full-time

Description

As a Customer Support Specialist, your role is ensuring a positive user experience for our members, primarily through customer service. You are the merchant facing problem solver, with respect to issues including general inquiries, basic Stax portal uses, as well as basic transaction and deposit research . Your role is to assist customers with basic technical issues and questions relating to our payment solutions platforms. You will work hand-in-hand with the Customer Support Manager, the Support Team Lead as well as Level 2 and Level 3 Support Agents. Resolving issues will include end-to-end troubleshooting of customers' payment processing infrastructure, which may include third-party systems in addition to Stax systems.

Key Responsibilities & Objectives

• Monitoring incoming call queue and answer an average of 300/mon incoming calls promptly and professionally
• Maintain an average call handle time of 20 minutes
• Handle calls related but not limited to:
  • Login Help
  • Basic Transaction Research
  • Basic Deposit Research
  • General Inquiries
  • Basic StaxPay How To's/Walk Throughs
  • Billing Tickets (Fee Opt Outs)
  • StaxPay Troubleshooting
  • Basic Terminal Troubleshooting
• Maintain KPIs as set forth by support leaders
• Responding to customer support requests in a timely manner
• Diagnose/troubleshoot basic technical issues across hardware and software platforms
• Identify workarounds and resolutions to basic technical issues
• Proactively coordinate troubleshooting efforts across multiple 3rd party vendors in the customer tech stack to provide full end-to-end troubleshooting including systems outside of Stax's control
• Identifying hardware and software solutions
• Maintain high data hygiene on your work in all internal systems
• Provide feedback to help identify trends and potential process improvements or customer experience improvements
• Effectively investigate and diagnose customer problems, including problems involving data and systems of third parties such as back-end processors or banking partners
• May be assigned weekend and evening shifts
• Other duties as assigned

• 2+ years working with customers
• Excellent communication skills, to work within team and customer relations
• Strong customer empathy and the ability to de escalate in emotional situations
• Technical or financial support experience
• Excellent phone etiquette
• Ability to work under pressure in fast-paced environment and prioritize workload
• Comfortable with standard business software (Microsoft Office, Google, etc)
• Solution oriented with the ability to think strategically and creatively in decision making
• Strong work ethic
• Coachable and able to take direction and feedback well, yet being forward thinking to challenge the status quo
• Strong attention to detail
• Bilingual - Fluent in English and Spanish a plus

Job Description

Job Description

We are seeking a Customer Support Specialist to join our growing team in New Orleans, LA. This role is essential in maintaining our commitment to excellent client service by providing timely and effective support. The ideal candidate is detail-oriented, communicates clearly, and thrives in a fast-paced environment.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and in-person

• Resolve customer issues efficiently while maintaining a professional attitude

• Document all customer interactions in the system accurately

• Coordinate with internal departments to ensure customer satisfaction

• Assist in processing orders, returns, and service requests

• Maintain up-to-date knowledge of company products and services

• Contribute to a positive team environment and suggest process improvements

Qualifications:
Qualifications

Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred

• Previous experience in customer service or support roles

• Excellent verbal and written communication skills

• Strong problem-solving abilities and attention to detail

• Proficient in Microsoft Office and general computer skills

• Ability to multitask and manage time effectively

Additional Information

Benefits

• Competitive salary ($44,000 - $63,000 annually)

• Opportunities for professional growth and career development

• Supportive and collaborative team environment

• Paid time off and holiday schedule

• Ongoing training and skills development

Overview Job Purpose We seek a talented, creative and technical individual to join our team of customer support engineers at ICE Clear Credit. You will be responsible for partnering with ICE Clear Credit and ICE Link customers to provide operational process, system interface training, onboarding and trouble-shooting across CDS and U.S. Treasury clearing and post-trade processing services. This will involve analyzing complex cases and measuring them against expected system behavior to provide customers with case resolution. You will act as a primary escalation point for internal production support queries and will work closely with service delivery, systems operations and account management teams. You will be expected to participate in the design, implementation and testing of new products and services, and service enhancements, providing input based on your knowledge of customer needs and existing system and process challenges. Responsibilities Integration Guidance: Clearly communicate with end users, educating them and dealing with all queries relating to system interfaces and their relationship with operational processes Customer Inquiries: Resolve customer inquiries in an articulate, timely, and courteous way seeking to deliver quick and effective solutions Technical Documentation: Prepare and manage technical guides for external business analyst and developments teams to review for new functionalities and enhancements API Code Sample: Prepare API samples and message templates for ICE functionality that showing best practice for integrating to ICE Technical Review: Perform periodic technical reviews of external integrations to ICE to identify areas of improvement for ICE connectivity Issue Handling: Investigation: Provide root cause analysis and issue resolution guidance to Systems Operations, Development and Quality Assurance teams Impact Assessment: Collaborate with customers and internal teams to assess external integration impacts to drive design decisions for issue resolution Escalation: Escalate issues to internal teams when necessary, clearly articulating problems and steps required for resolution Resolution: Consistently and correctly prioritize and resolve issues independently, with minimal supervision Documentation: Clearly track/update cases with detailed statuses and resolutions; maintain knowledge store of common issues/solutions/troubleshooting steps, etc. Process Improvements: Review internal process improvements for inter-team collaboration efficiency, and produce tools for troubleshooting using Java, SQL, Excel, VBA Knowledge and Experience Bachelor's degree or equivalent 5+ years relevant industry experience Rigorous troubleshooting techniques plus the willingness to convey technical details clearly and politely Excellent communication skills; good written English and demonstrable experience in writing clear/concise documentation Ability to independently learn nuances of a complex, multifaceted system with minimal supervision Effective use SQL as an analytical tool Work experience in a Software Development role is preferred, especially developing large scale enterprise applications using Java Experience in modern messaging protocols such as IBM MQ, JMS, Kafka, etc. is preferred Experience using database development concepts (SQL, PL/SQL, views, etc.) is preferred Experience in Object-Oriented Programming (Java/C++), XML, FIX, FpML, Python, JavaScript/TypeScript and Unix shell scripting is preferred Experience setting and supporting conformance testing preferred Must be able to multi-task, prioritize and escalate when appropriate Previous IT Support experience preferred Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics. #LI-SF1 #J-18808-Ljbffr

Overview

Job Purpose

We seek a talented, creative and technical individual to join our team of customer support engineers at ICE Clear Credit.

You will be responsible for partnering with ICE Clear Credit and ICE Link customers to provide operational process, system interface training, onboarding and trouble-shooting across CDS and U.S. Treasury clearing and post-trade processing services. This will involve analyzing complex cases and measuring them against expected system behavior to provide customers with case resolution. You will act as a primary escalation point for internal production support queries and will work closely with service delivery, systems operations and account management teams. You will be expected to participate in the design, implementation and testing of new products and services, and service enhancements, providing input based on your knowledge of customer needs and existing system and process challenges.

Responsibilities

• Integration Guidance: Clearly communicate with end users, educating them and dealing with all queries relating to system interfaces and their relationship with operational processes
• Customer Inquiries: Resolve customer inquiries in an articulate, timely, and courteous way seeking to deliver quick and effective solutions
• Technical Documentation: Prepare and manage technical guides for external business analyst and developments teams to review for new functionalities and enhancements
• API Code Sample: Prepare API samples and message templates for ICE functionality that showing best practice for integrating to ICE
• Technical Review: Perform periodic technical reviews of external integrations to ICE to identify areas of improvement for ICE connectivity
• Issue Handling:
• Investigation: Provide root cause analysis and issue resolution guidance to Systems Operations, Development and Quality Assurance teams
• Impact Assessment: Collaborate with customers and internal teams to assess external integration impacts to drive design decisions for issue resolution
• Escalation: Escalate issues to internal teams when necessary, clearly articulating problems and steps required for resolution
• Resolution: Consistently and correctly prioritize and resolve issues independently, with minimal supervision
• Documentation: Clearly track/update cases with detailed statuses and resolutions; maintain knowledge store of common issues/solutions/troubleshooting steps, etc.
• Process Improvements: Review internal process improvements for inter-team collaboration efficiency, and produce tools for troubleshooting using Java, SQL, Excel, VBA

Knowledge and Experience

• Bachelors degree or equivalent
• 5+ years relevant industry experience
• Rigorous troubleshooting techniques plus the willingness to convey technical details clearly and politely
• Excellent communication skills; good written English and demonstrable experience in writing clear/concise documentation
• Ability to independently learn nuances of a complex, multifaceted system with minimal supervision
• Effective use SQL as an analytical tool
• Work experience in a Software Development role is preferred, especially developing large scale enterprise applications using Java
• Experience in modern messaging protocols such as IBM MQ, JMS, Kafka, etc. is preferred
• Experience using database development concepts (SQL, PL/SQL, views, etc.) is preferred
• Experience in Object-Oriented Programming (Java/C++), XML, FIX, FpML, Python, JavaScript/TypeScript and Unix shell scripting is preferred
• Experience setting and supporting conformance testing preferred
• Must be able to multi-task, prioritize and escalate when appropriate
• Previous IT Support experience preferred

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.

#LI-SF1