Client Support Specialist

ICE; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

ICE Data Services is seeking a Client Support Specialist to join our global front-line support team. You will provide high-quality technical support, financial data, and client service to customers worldwide, troubleshooting inquiries and collaborating with internal teams to ensure timely resolutions.

The ideal candidate has strong technical and client-facing experience, with familiarity in financial markets and CRM tools, delivering accurate data and maintaining service quality in a fast-paced,

Qualifications

• Bachelor’s degree in Business, Finance, Information Technology, or a related field.
• 2+ years in client support, data operations, or financial services.
• Excellent written and verbal English communication.
• Experience with CRM systems (Salesforce, ServiceNow).
• Ability to work in a fast-paced, global environment.
• Strong data analysis and problem-solving capabilities.

Responsibilities

• Troubleshoot and resolve client issues using internal tools and financial data knowledge.
• Log, track, and manage all client interactions in the CRM (Salesforce).
• Elevate complex issues to internal teams with timely follow-up.
• Support first-contact resolution goals with high client service standards.
• Analyze data to validate issues, identify discrepancies, support resolution.
• Collaborate with cross-functional teams to drive issue resolution.
• Help update documentation, workflow maps, and continuous improvements.
• Assist in data validation, reconciliation, and QA of datasets.

Skills

English communication

Organizational & time management

Cross-functional collaboration

Analytical & problem-solving

Client-focused mindset

AI tools proficiency

Education

Bachelor's degree in Business/Finance/IT related field

Tools

Salesforce

ServiceNow

Microsoft Office Excel (pivot, lookups)

Job description

Job Purpose

ICE Data Services, a leading provider of financial market data, is seeking a dynamic Client Support Specialist to join our team. This role is a key part of our global, front-line support organization, delivering high-quality technical support, financial data, and client service to customers worldwide. The position involves troubleshooting client inquiries and collaborating closely with internal teams and stakeholders to ensure timely and effective resolution.

Job Purpose

ICE Data Services, a leading provider of financial market data, is seeking a dynamic Client Support Specialist to join our team. This role is a key part of our global, front-line support organization, delivering high-quality technical support, financial data, and client service to customers worldwide. The position involves troubleshooting client inquiries and collaborating closely with internal teams and stakeholders to ensure timely and effective resolution.

The ideal candidate brings a strong combination of technical expertise, client-facing experience, and an understanding of financial markets. This role requires working closely with global clients and cross-functional support teams on a broad range of critical activities to ensure a seamless and high-quality client experience.

Responsibilities

• Troubleshoot and resolve client issues efficiently using internal tools, knowledge bases, and financial data knowledge to identify root causes
• Accurately log, track, and manage all client interactions and case details within the CRM system (Salesforce)
• Identify and elevate complex, high-impact, or systemic issues to appropriate internal teams, ensuring timely follow-up and clear client communication
• Support first-contact resolution goals while maintaining high standards of client service and satisfaction
• Analyze data to validate issues, identify discrepancies, and support resolution efforts
• Partner with cross-functional teams to drive issue resolution and improve client outcomes
• Contribute to updating documentation, workflow mapping, and continuous improvement initiatives across client support and data operations
• Assist in data validation, reconciliation, and quality assurance efforts to ensure accuracy and reliability of financial datasets

Preferred Knowledge And Experience

• Bachelor’s degree in Business, Finance, Information Technology, or a related field
• 2+ years of experience in client support, data operations, or financial services preferred
• Exceptional written and verbal communication skills in English with the ability to clearly convey technical and non-technical information to diverse audiences
• Strong organizational and time management skills with the ability to prioritize competing tasks and meet deadlines in a fast-paced environment
• Proven ability to collaborate across teams and adapt quickly in a dynamic, global environment
• Strong analytical and problem-solving capabilities, particularly in diagnosing data and system-related issues
• Experience working with CRM or ticketing systems (e.g., Salesforce, ServiceNow)
• Client-focused mindset with a proactive, detail-oriented approach to issue resolution
• Proficiency in Microsoft Office Suite, with advanced skills in Excel (data analysis, pivot tables, lookups, etc.)
• Demonstrate strong familiarity with financial markets and data terminology, including fixed income, equities, derivatives, and market data concepts; effectively interpret and support instrument-level data in a client-facing environment
• Demonstrate proficiency with AI tools and workflows beyond basic productivity use, including applying AI to automate processes, analyze data, and develop practical business solutions