Client Support Specialist

ICE; Greater London; On-site; GBP 36,000 - 48,000; Full time

Job summary

ICE Data Services is seeking a Client Support Specialist to assist ICE Data Derivatives clients with product questions and data inquiries. The role involves handling questions about option prices and data, and resolving issues by collaborating with internal groups.

You will onboard/off-board clients, manage inquiries via email, chat, and phone, and ensure timely, accurate responses while maintaining strong client relationships. A focus on documentation is required.

Qualifications

• Bachelor’s degree or equivalent university degree.
• Excellent verbal and written English language skills.
• Excellent time-management and organizational 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.

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 product and application questions and data/price confirmations.
• Provide timely and accurate responses to all client inquiries.
• Support for any file delivery failures.
• Escalate issues with internal groups to resolve issues with urgency.
• Maintain strong relationships with clients and internal teams.
• Ensure up-to-date documentation of policies, procedures and work processes.

Skills

Excellent communication skills

Time management

Analytical thinking

Client-facing experience

Attention to detail

Education

Bachelor’s degree or equivalent

Tools

SalesForce

ServiceNow

MS Office

FTP

Job description

Job Purpose

ICE Data Services (IDS), a leading provider of financial market data, has an opening to support ICE 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.

Job Description

ICE Data Services (IDS), a leading provider of financial market data, has an opening to support ICE 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 20:00 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).