Senior Client Support Specialist

ICE Data Services (IDS), a leading provider of financial market data, has an opening for a Senior Client Support Specialist to support ICE Data Derivatives, which provides data and analytics for risk management of derivatives across 5 asset classes (Foreign Exchange, Interest Rates, Equities, Commodities and Credit) and 100s of instrument types.  Client Support Specialists are responsible for answering clients’ questions and managing and escalating production issues.The team oversees customer support for ICE Data Derivatives clients.

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A significant part of the job is working with clients globally on queries regarding the operation of the company’s products and handling questions about option prices and data.  The successful candidate will be able to resolve issues creatively by understanding the processes and resources of the company.ResponsibilitiesOnboard and off-board clients for ICE Data Derivatives products and servicesField client inquiries and requests received via email, Chat, Sales Force, and phone, including, but not limited to, product and application questions, as well as data and price confirmationsProvide timely and accurate response to all client inquiriesProvide support for any file delivery failuresEscalate issues with internal groups to resolve issues with urgency, when applicableMaintain strong relationships with clients and internal teamsEnsure up-to-date documentation of policies, procedures and work processes periodicallyKnowledge and ExperienceBachelor’s or equivalent university degree xwzovoh in Economics, Finance or a related discipline3 years of experience in a similar support or client-facing roleExcellent verbal and written English language skillsExcellent time-management and organizations skillsStrong analytical and problem-solving skills with attention to detail and follow-upAbility to interact with external clients, as well as internal business unitsWorking knowledge of SalesForce, Service Now, MS Office, FTP (an advantage.) The working hours will be 5 days per week, Monday to Friday