Client Support Specialist II - Data Services

ICE Clear Europe Limited; Georgia; On-site; USD 60,000 - 80,000; Full time

Job summary

ICE Clear Europe Limited is seeking a Client Support Specialist II located in Georgia, United States. This position focuses on delivering exceptional client experiences in a technical support capacity.

The ideal candidate will possess strong customer-facing communication skills, a bachelor's degree, and experience in client support. Responsibilities include diagnosing client inquiries and collaborating internally to improve client experiences.

Qualifications

• 3+ years of experience in a client facing role is desirable.
• Understanding of networks and core computing concepts.
• Exposure to front office trading or market data environments is beneficial.

Responsibilities

• Provide exceptional overall client experience.
• Research and respond to client inquiries professionally.
• Diagnose technical problems and communicate solutions.

Skills

Client service excellence

Customer facing communication skills

Troubleshooting ability

Attention to details

Education

Bachelor’s degree

Tools

Unix scripting

Job description

Overview

Work Hours: 9:00 am to 6:00 pm Eastern time

Job Purpose

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.

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 details

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.

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