Client Support Specialist II

ICE Clear Europe Limited; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

ICE Data Services is seeking a dynamic Client Support Specialist to join our team. The role focuses on our Pricing & Analytics product suite, working closely with Sales, Product Management, and Development groups.

The ideal candidate will have strong client-facing experience, solid communication skills, and the ability to translate technical changes into business impact. This is a fast-paced, team-oriented environment with production support responsibilities.

Qualifications

• 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 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.

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.

Skills

Client facing

Communication skills

Data quality awareness

Problem solving

Organizational skills

Education

Bachelor's degree in Business or CS

Tools

Salesforce

JIRA

Job description

Job Description

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.