Graduate Client Support Specialist

Job Purpose

The team oversees customer support for ICE Data Derivatives clients. A significant part of the job is working with clients globally on queries regarding the operation of the company’s products and handling questions about option prices and data. The successful candidate will be able to resolve issues creatively by understanding the processes and resources of the company.

Responsibilities

• Onboard and off-board clients for ICE Data Derivatives products and services
• Field client inquiries and requests received via email, Chat, Sales Force, and phone, including, but not limited to, product and application questions, as well as data and price confirmations
• Provide timely and accurate response to all client inquiries
• Provide support for any file delivery failures
• Escalate issues with internal groups to resolve issues with urgency, when applicable
• Maintain strong relationships with clients and internal teams
• Ensure up-to-date documentation of policies, procedures and work processes periodically

Knowledge and Experience

• Bachelor’s or equivalent university degree is preferable
• Excellent verbal and written English language skills
• Excellent time-management and organizations skills
• Experience in a similar support or client-facing role (an advantage)
• Strong analytical and problem-solving skills with attention to detail and follow-up
• Ability to interact with external clients, as well as internal business units
• The working hours will be 5 days per week, Monday to Friday from 8am, 9am or 10am on rotation
• Working knowledge of SalesForce, Service Now, MS Office, FTP (an advantage)

Schedule

This role requires 5 days a week in office attendance. All shifts are 9 hours.