Client Support Specialist, Data Services

ICE; Jacksonville (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

ICE in Jacksonville, Florida is looking for a Client Support Specialist to deliver high-quality technical support and financial data service to clients. This position is integral to our front-line support, ensuring timely resolution of client inquiries through collaboration with internal teams.

Ideal candidates will have a Bachelor's degree in a relevant field and over 2 years of client support experience, with strong problem-solving skills and a client-focused approach.

Qualifications

• 2+ years of experience in client support, data operations, or financial services.
• Proven ability to collaborate across teams and adapt quickly.
• Demonstrated proficiency with AI tools for process automation.

Responsibilities

• Troubleshoot and resolve client issues efficiently.
• Log, track, and manage all client interactions within the CRM system.
• Analyze data to validate issues and support resolution efforts.

Skills

Exceptional written and verbal communication skills

Strong organizational and time management skills

Strong analytical and problem-solving capabilities

Client-focused mindset

Proficiency in Microsoft Office Suite and Excel

Education

Bachelor’s degree in Business, Finance, Economics, Information Technology, or a related field

Tools

Salesforce

ServiceNow

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.

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, Economics, 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

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.