Client Support Specialist

Intercontinental Exchange Holdings, Inc.; City Of London; On-site; GBP 28,000 - 40,000; Full time

Job summary

Intercontinental Exchange Holdings, Inc. is seeking a Client Support Specialist for ICE Data Derivatives to assist global clients with product and data queries, including option prices.

You will work with clients and internal teams to resolve issues efficiently. Responsibilities include onboarding and off-boarding clients, fielding inquiries by email, chat, Salesforce and phone, providing timely responses, supporting file deliveries, escalating urgent cases, and maintaining up-to-date

Qualifications

• Bachelor’s degree preferred.
• Excellent verbal and written English language skills.
• Strong time-management and organizational skills.
• Experience in a similar support or client-facing role is an advantage.
• Analytical and problem-solving abilities with attention to detail.

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

Skills

English proficiency

Time management

Client-facing

Attention to detail

Analytical thinking

Education

Bachelor’s degree preferred

Tools

Salesforce

Service Now

MS Office

FTP

Job description

Job Description

Job Purpose

ICE Data Services (IDS), a leading provider of financial market data, has an opening to supportICE Data Derivatives,which provides data and analytics for risk management of derivatives across 5 asset classes (Foreign Exchange, Interest Rates, Equities, Commodities and Credit) and 100s of instrument types. Client Support Specialists are responsible for answering client’s questions and managing and escalating production issues.

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
• Working knowledge of SalesForce, Service Now, MS Office, FTP (an advantage.)

Schedule

This role requires 5 days a week in office attendance Monday to Friday from 8am and/or various morning start times. Evening shifts are usually from 12pm to 20:0 0 in the office. All other shifts are 9 hours. Currently there is a requirement to work 1 later shift per week from 12:00 to 20:00. Exceptionally this role will provide holiday and sickness cover for ICE Data Derivatives overseas offices as required, which may include an evening or night shift (including Friday evening/night).