Client Support Specialist

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 five asset classes (Foreign Exchange, Interest Rates, Equities, Commodities and Credit) and hundreds of instrument types. Client Support Specialists are responsible for answering client questions and managing and escalating 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, Salesforce, and phone, including product and application questions, as well as data and price confirmations
• Provide timely and accurate responses to all client inquiries
• Provide support for file delivery failures
• Escalate issues with internal groups to resolve them with urgency, when applicable
• Maintain strong relationships with clients and internal teams
• Ensure up-to-date documentation of policies, procedures and work processes

Knowledge and Experience

• Bachelor’s or equivalent university degree is preferable
• Excellent verbal and written English language skills
• Excellent time-management and organizational 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
• Working hours: 5 days per week, Monday to Friday from 8:00 a.m. with various start times; currently one later shift per week from 12:00 to 20:00. This role may provide holiday and sickness cover for ICE Data Derivatives overseas offices as required, which may include an evening or night shift (including Friday evening/night)
• Working knowledge of Salesforce, Service Now, MS Office, FTP (an advantage)

Schedule

This role requires 5 days a week in-office attendance. Evening shifts are usually from 12:00 to 20:00 in the office. All other shifts are 9 hours.