Client Support Specialist II - Data Services

ICE; Jacksonville (FL); On-site; USD 52,000 - 68,000; Full time

Job summary

Intercontinental Exchange, Inc. Data Services is seeking a dynamic Client Support Specialist II to join our front-line team focused on real-time market data products.

The ideal candidate combines solid technical skills with strong client-facing experience in a fast-paced environment. You will research, diagnose, and respond to client inquiries, own issues with empathy, and collaborate with product, development, and QA to drive timely resolutions while gaining a deep understanding of ICE Data

Qualifications

• Bachelor’s degree required.
• 3+ years in a client-facing role desirable.
• Strong customer-facing communication skills.
• Understanding of networks and core computing concepts.
• Knowledge of Unix is desirable.
• Exposure to front office trading/market data environments desirable.

Responsibilities

• Provide exceptional client experience for time-sensitive, mission-critical applications.
• Research, diagnose and respond to client inquiries promptly and professionally.
• Diagnose technical problems and communicate solutions to customers.
• Own issues with empathy and keep customers updated on status of requests.
• Understand ICE Data Services market data products and customer base.
• Collaborate with product, development and QA to voice customer needs.
• Identify trends to improve client experience and workflow.
• Troubleshoot and solve problems efficiently.
• Maintain strong written and verbal customer communication.
• Multitask and pay attention to details.

Skills

Client-facing

Troubleshooting

Multitasking

Attention to detail

Ownership of issues

Education

Bachelor’s degree

Tools

Unix

Unix scripting

Job description

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.

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