Job Description
Job Purpose
ICE Data Services is looking for a dynamic Client / Product Support Specialist to join our team. The position is an integral part of our front-line support team focused on 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.
- Deep involvement of production monitoring and incident management to ensure timely escalation and resolution on operation and production issues, failures.
- Work closely with product, operations, development, QA or necessary stakeholders to serve as the voice of the customer internally and drive resolution of issues and drive resolution of issues.
Knowledge And Experience
- 2+ years of industry experience.
- Client service excellence, with a focus on being helpful, fast, reliable, responsive, proactive, friendly, dynamic and professional.
- Exceptional customer facing communication skills (written and verbal).
- Strong aptitude to troubleshoot and solve problems.
- Spoken and written fluency in English is mandatory.
- Bachelor's or equivalent university degree is preferable
- 5 days working from office
- Flexible for any shifts including nights, public holidays and weekends
Preferred Knowledge And Experience
- Exposure to middle office / market data environments, ideally in a client/business facing role.
- Knowledge of financial markets and associated terminology
