Client Support Specialist - Market Data

Intercontinental Exchange Holdings, Inc.; Jacksonville (FL); On-site; USD 45,000 - 70,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking a Client Support Specialist for ICE Data Services. You will join a global front-line support team delivering technical support, financial data, and client service to customers worldwide, troubleshoot inquiries, and collaborate with internal teams to ensure timely resolution.

The role requires strong English communication, data and analytical skills, and experience with CRM systems such as Salesforce or ServiceNow. Hours are 9:30 am–6:00 pm EST.

Qualifications

• Bachelor’s degree in Business, Finance, Economics, IT, or related field.
• 2+ years of experience in client support, data operations, or financial services preferred.
• Exceptional written and verbal communication skills in English.
• Strong organizational and time management skills in a fast-paced environment.
• Proven ability to collaborate across teams in a global environment.
• Strong analytical and problem-solving capabilities for data/system issues.
• Experience with CRM or ticketing systems (Salesforce, ServiceNow).
• Proficiency with Excel (pivot tables, lookups).
• Familiarity with financial markets and data terminology; interpret instrument-level data.

Responsibilities

• Troubleshoot and resolve client issues using internal tools and financial data knowledge.
• Log, track, and manage all client interactions in the CRM system (Salesforce).
• Escalate complex or systemic issues to internal teams with clear client communication.
• Support first-contact resolution goals with high-quality client service.
• Analyze data to validate issues and support resolutions.
• Collaborate with cross-functional teams to drive issue resolution.
• Update documentation, workflows, and continuous improvement initiatives.
• Assist in data validation, reconciliation, and QA of datasets.

Skills

Client support

Data analysis

CRM systems

Excel

English communication

Cross-functional collaboration

Education

Bachelor’s degree in Business/Finance/IT or related field

Tools

Salesforce

ServiceNow

Microsoft Office

Job description

Overview

Job Purpose

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

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 escalation 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.