Client Support Specialist

Job Description:Job PurposeICE 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.ResponsibilitiesOnboard and off-board clients for ICE Data Derivatives products and servicesField 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 confirmationsProvide timely and accurate response to all client inquiriesProvide support for any file delivery failuresEscalate issues with internal groups to resolve issue with urgency, when applicableMaintain strong relationship with clients and internal teamsEnsure up-to-date documentation of policies, procedures and work processes periodicallyKnowledge and ExperienceBachelor’s or equivalent university degree is preferableExcellent verbal and written English language skillsExcellent time-management and organizations skillsExperience in a similar support or client-facing role (an advantage)Strong analytical and problem-solving skills with attention to detail and follow-upAbility to interact with external clients, as well as internal business unitsThe 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.)