Client Support Specialist

Job Description:

Job Purpose

The team oversees customer support for ICE Data Derivatives clients. A significant part of the job is working with clients globally on queries regarding the operation of the company’s products and handling questions about option prices and data. The successful candidate will be able to resolve issues creatively by understanding the processes and resources of the company.

Responsibilities

Onboard and off-board clients for ICE Data Derivatives products and services
Field client inquiries and requests received via email, Chat, Sales Force, and phone, including, but not limited to, product and application questions, as well as data and price confirmations
Provide timely and accurate response to all client inquiries
Provide support for any file delivery failures
Escalate issues with internal groups to resolve issue with urgency, when applicable
Maintain strong relationship with clients and internal teams
Ensure up-to-date documentation of policies, procedures and work processes periodically

Knowledge and Experience

Bachelor’s or equivalent university degree is preferable
Excellent verbal and written English language skills
Excellent time-management and organizations skills
Experience in a similar support or client-facing role (an advantage)
Strong analytical and problem-solving skills with attention to detail and follow-up
Ability to interact with external clients, as well as internal business units
The working hours will be shifts 5 days per week Monday to Friday from 7am and various start times for 8 hours. The last shift of the week finishes at 0:00 Saturday (occasionally 02:00). Shifts are 8 hours and a range of day and afternoon starts will be required during the week. Exceptionally this role will provide holiday and sickness cover for ICE Data Derivatives Melbourne office (11pm to 7:00 as required a few times per year).
Working knowledge of Sales Force, Service Now, MS Office, FTP (an advantage.)

Schedule

This role offers work from home flexibility of one day per week.