Client Support Specialist II - Data Services

ICE; Atlanta (GA); On-site; USD 50,000 - 70,000; Full time

Job summary

ICE Data Services in Atlanta is seeking a dynamic Client Support Specialist II to join their front-line support team. The role focuses on providing exceptional client service for real-time market data products. Candidates should have a Bachelor's degree and a strong aptitude for troubleshooting.

Responsibilities include responding to client inquiries and diagnosing technical issues promptly. This position requires in-office work 5 days/week, with a primary focus on ensuring client satisfaction and internal collaboration.

Qualifications

• 3+ years of experience in a client-facing role is desirable.
• Strong aptitude to troubleshoot and solve problems.
• Understanding of networks and core computing concepts.

Responsibilities

• Provide exceptional client experience for time-sensitive applications.
• Research and respond to client inquiries thoroughly and professionally.
• Communicate solutions for technical problems to customers.
• Work closely with product, development, and QA teams.

Skills

Technical troubleshooting

Customer-facing communication

Client service excellence

Multitasking

Attention to detail

Education

Bachelor's degree

Tools

Unix

Unix scripting

Job description

Overview

ICE Data Services is looking for a dynamic Client Support Specialist II to join our team. The position is an integral part of our front‑line support team focused on real‑time market data products. The ideal candidate will have a mix of strong technical skills and client‑facing experience.

Work Hours

9:00 am to 6:00 pm Eastern time.

Responsibilities

• Provide exceptional overall client experience to clients using time‑sensitive, mission‑critical applications.
• Research, diagnose and respond to client inquiries in an expeditious, thorough and professional manner. This includes both reactive as well as proactive customer support.
• Thoroughly diagnose technical problems and communicate solutions to customers.
• Demonstrate a strong sense of ownership for customer issues, show empathy, and keep the customer informed on the status of all open requests.
• Gain a deep understanding of ICE Data Services market data products, architecture, and customer base.
• Work closely with product, development, and QA to serve as the voice of the customer internally and drive resolution of issues.
• Identify trends to address with the client or internally to improve client experience and workflow.
• Strong aptitude to troubleshoot and solve problems.
• Strong customer‑facing communication skills (written and verbal).
• Ability to multitask and pay attention to detail.

Knowledge and Experience

• Bachelor’s degree.
• 3+ years of experience in a client‑facing role is desirable, although a strong candidate with lesser experience will be considered.
• Client service excellence, with a focus on being helpful, reliable, responsive, proactive, friendly, and professional.
• Strong customer‑facing communication skills.
• Strong aptitude to troubleshoot and solve problems.
• Understanding of networks and a thorough understanding of core computing concepts (CPU’s, memory, I/O, etc.).
• Knowledge of Unix, Unix power tools, Unix scripting (proficiency of 7+ on a scale of 10) is desirable.
• Exposure to front‑office trading/market data environments, ideally in a client/business‑facing role is desirable.
• Knowledge of financial markets and associated terminology is beneficial.

Schedule

This role requires in‑office 5 days per week.

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