Client Support Specialist

Job Description:

Job Purpose

ICE Data Services (IDS), a leading provider of financial market data, has an opening to support ICE Data Derivatives, which provides data and analytics for risk management of derivatives across 5 asset classes (Foreign Exchange, Interest Rates, Equities, Commodities and Credit) and 100s of instrument types. Client Support Specialists are responsible for answering client’s questions and to manage and escalate production issues.

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 5 days per week Monday to Friday from 8am and various morning start times. There is a Sunday to Thursday working week on rotation and subject to adequate performance. Currently there is a requirement to work 1 evening per week from 16:00 to 0:00. Exceptionally this role will provide holiday and sickness cover for ICE Data Derivatives overseas offices as required, which may include an evening or night shift.
Working knowledge of SalesForce, Service Now, MS Office, FTP (an advantage.)