Client Support Specialist

ICE Data Services is looking for a dynamic Client / Product Support Specialist to join our team. The function 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 nightly support on 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.
• 5 days working from office
• Full-time night shift position (10pm - 7am)

Knowledge and 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.
• BA or BS degree

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