Client Support Specialist - Market Data

ICE Clear Europe Limited; Jacksonville (FL); On-site; USD 48,000 - 64,000; Full time

Job summary

Intercontinental Exchange, Inc. in Jacksonville, FL is seeking a Client Support Specialist to deliver high-quality technical support, financial data, and client service to customers worldwide.

You will troubleshoot issues, log interactions in Salesforce, collaborate across teams, and drive timely resolutions while maintaining strong communication and data accuracy.

This role requires a proactive, detail-oriented approach and the ability to thrive in a fast-paced, global environment.

Qualifications

• Two+ years of client support, data operations, or financial services experience.
• Clear written and verbal English communication skills.
• Ability to log, track, and resolve client inquiries using internal tools.
• Familiarity with financial markets and data terminology.
• Experience with CRM or ticketing systems (Salesforce, ServiceNow).

Responsibilities

• Troubleshoot and resolve client issues using internal tools and data knowledge.
• Log and manage all client interactions in the CRM (Salesforce).
• Escalate complex issues to internal teams with timely follow-up.
• Support first-contact resolution while maintaining service quality.
• Analyze data to identify discrepancies and support resolution.
• Collaborate with cross-functional teams to improve client outcomes.
• Contribute to updating documentation and processes across support and data ops.
• Assist in data validation, reconciliation, and QA for datasets.

Skills

Client support experience

English communication

CRM proficiency

Data analysis

Cross-functional collaboration

Education

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

Tools

Salesforce

ServiceNow

Excel

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.

Work Hours: 9:30 am to 6:00 pm EST

Job Purpose

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

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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.