Client Support Specialist II

Job Purpose

ICE Data Services is looking for a dynamic Client Support Specialist to join our team. The position is an integral part of our support team focused on our Pricing & Analytics product suite. The Support Specialist will work closely with Sales, Product Management and Development groups within ICE Data Services. The ideal candidate will have a mix of strong client facing experience and technical skills.

Responsibilities

• Consistently address and respond to all client inquiries professionally and with timely follow-up.
• Identifying data quality issues, recommending procedural and technical changes to improve productivity and data quality for ICE Data Services.
• Build and maintain relationships with various points of contacts ranging from exchanges to internal product groups for the purpose of communicating and resolving related inquiries.
• Detect and report client and internal trends while following through to ensure trend information is used advantageously.
• Act as a bridge between Business and Development and be able to translate the impact of technical changes to customers’ business needs.
• Interpret product documentation to understand and relay the flow and final delivery of the support information to internal and external clients.
• Capture and maintain detail production statistics and logs for production reporting.
• Engage closely with the technology and product management teams to help determine the best technical implementation methods as well as a reasonable execution schedule for various projects throughout the year.
• Key contributor for project related inquiries (Product Analysis Review Engagements, Client Metrics, and Scorecards etc.).
• Responsible to collaborate with Production Operation teams with the ability to relay information to colleagues and clients during production crisis/situations.

Knowledge and Experience

• A Bachelor's Degree in Business, Computer Science or equivalent work experience is required.
• 2+ years of industry experience.
• Excellent written and oral communication skills with proven ability to quickly absorb technical concepts and effectively communicate to non-technical audience.
• Solid organization and internal relationship management skills.
• Proficiency with Microsoft Excel and Word.
• Basic understanding of the global financial markets.
• Excellent listening skills and the ability to, in turn, relay information clearly and concisely to internal or external clients.
• Enjoy and thrive working in a fast paced team oriented environment.
• Proficiency with SalesForce, JIRA.
• Work flexible shifts between 7:00 AM and 17:30 PM to ensure proper coverage.