Overview
Work Hours: 9:00 am to 6:00 pm Eastern time
Job Purpose
ICE Data Services is looking for a dynamic Client Support Specialist II to join our team. The position is an integral part of our front-line support team focused on real-time market data products. The ideal candidate will have a mix of strong technical skills and client facing experience.
Responsibilities
- Provide exceptional overall client experience to clients using time-sensitive, mission critical applications
- Research, diagnose and respond to client inquiries in an expeditious, thorough and professional manner. This includes both reactive as well as proactive customer support
- Thoroughly diagnose technical problems and communicate solutions to customers
- Demonstrate a strong sense of ownership for customer issues, show empathy, and keep the customer informed on the status of all open requests
- Gain a deep understanding of ICE Data Services market data products, architecture, and customer base.
- Work closely with product, development, and QA to serve as the voice of the customer internally and drive resolution of issues
- Identify trends to address with the client or internally to improve client experience and workflow
- Strong aptitude to troubleshoot and solve problems
- Strong customer facing communication skills (written and verbal)
- Ability to multitask and pay attention to details
Knowledge and Experience
- Bachelor's degree
- 3+ years of experience in a client facing role is desirable although a strong candidate with lesser experience will be considered
- Client service excellence, with a focus on being helpful, reliable, responsive, proactive, friendly, and professional
- Strong customer facing communication skills
- Strong aptitude to troubleshoot and solve problems
- Understanding of networks and a thorough understanding of core computing concepts (CPU's, memory, I/O, etc.)
- Knowledge of Unix, Unix power tools, Unix scripting (proficiency of 7+ on a scale of 10) is desirable
- Exposure to front office trading/market data environments, ideally in a client/business facing role is desirable
- Knowledge of financial markets and associated terminology is beneficial
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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.