Client Support Specialist II

ICE; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Restaurant? No perks listed

Job summary

ICE Data Services is seeking a dynamic Client Support Specialist to join our team. You will support our Pricing & Analytics product suite, working closely with Sales, Product Management and Development to ensure timely, accurate responses to client inquiries.

The role requires strong client-facing skills and the ability to translate complex technical information into practical business insights, with a focus on data quality, collaboration, and delivering exceptional client service.

Qualifications

• Bachelor's degree or equivalent required.
• 2+ years of industry experience.
• Excellent written and oral communication with ability to explain technical concepts to non-technical audiences.
• Strong organization and stakeholder management skills.
• Proficiency in Excel and Word.
• Understanding of global financial markets.

Responsibilities

• Respond to client inquiries professionally with timely follow-up.
• Identify data quality issues and suggest process improvements.
• Build and maintain relationships with exchanges and internal product groups.
• Detect and report trends and share actionable insights.
• Translate technical changes to customers' business needs.
• Interpret product documentation for internal and external clients.
• Capture production statistics and logs for reporting.
• Collaborate with technology and product management on implementation methods and schedules.
• Contribute to project inquiries such as Product Analysis Review Engagements and Client Metrics.
• Coordinate with Production Operations during crises to relay information.

Skills

Client facing

Technical communication

Microsoft Excel

Microsoft Word

Education

Bachelor's degree or equivalent

Tools

Salesforce

JIRA

Job description

Job Description

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.