About the role
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
Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
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