Client Support Specialist, Data Services

Intercontinental Exchange Holdings, Inc.; Jacksonville (FL); Hybrid; USD 55,000 - 70,000; Full time

Job summary

Intercontinental Exchange Holdings, Inc. is seeking a Client Support Specialist to join their team in Jacksonville, Florida. This position entails providing high-quality technical support and client service to customers across global markets, emphasizing timely resolution of client inquiries.

The ideal candidate will possess robust technical skills and experience in financial markets to aid in resolving complex issues. They must effectively collaborate with internal teams and maintain excellent client relationships while using tools like Salesforce for managing client interactions.

Qualifications

• 2+ years of experience in client support, data operations, or financial services.
• Exceptional written and verbal communication skills in English.
• Strong analytical and problem-solving capabilities.

Responsibilities

• Troubleshoot and resolve client issues efficiently.
• Log, track, and manage all client interactions in Salesforce.
• Partner with cross-functional teams for issue resolution.

Skills

Client-focused mindset

Strong organizational skills

Effective communication

Analytical skills

Proficiency in Microsoft Office (Excel)

Education

Bachelor’s degree in Business, Finance, Economics, or IT

Tools

Salesforce

Data analysis tools

Job description

Overview

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, 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.