Job Description

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Job Purpose

ICE Data Services is looking for a dynamic Client Support Specialist to join our team. The position is an integral part of our support team focused on our PRD Desktop product suite. The Support Specialist will work closely with Sales, Product Management and Development groups within ICE Data Services. The ideal candidate will have a mix of strong client facing experience and technical skills.

Responsibilities

Consistently address and respond to all client inquiries professionally and with timely follow-up. Identifying data quality issues, recommending procedural and technical changes to improve productivity and data quality for ICE Data Services. Build and maintain relationships with various points of contact, ranging from exchanges to internal product groups for the purpose of communicating and resolving related inquiries. Detect and report client and internal trends while following through to ensure trend information is used advantageously. Act as a bridge between Business and Development and be able to translate the impact of technical changes to customers' business needs. Interpret product documentation to understand and relay the flow and final delivery of the support information to internal and external clients. Capture and maintain detailed production statistics and logs for production reporting. Engage closely with the technology and product management teams to help determine the best technical implementation methods as well as a reasonable execution schedule for various projects throughout the year. Conduct product demonstrations via Teams/Webex. Responsible for collaborating with Production Operation teams and relaying time sensitive information to colleagues and clients during production crisis/situations. Send out client notifications in a timely and accurate manner using our AD hoc Email advisory system. Overnight shifts are required for the position.

Knowledge and Experience

2+ years of industry experience. A Bachelor's Degree in Business, Computer Science or equivalent work experience is required. Excellent written and oral communication skills with proven ability to quickly absorb technical concepts and effectively communicate to non-technical audience. Solid organization and internal relationship management skills. Proficiency with Microsoft Excel and Word. Basic understanding of the global financial markets. Excellent listening skills and the ability to, in turn, relay information clearly and concisely to internal or external clients. Enjoy and thrive working in a fast-paced team-oriented environment. * Proficiency with Salesforce, JIRA, and ServiceNow.