Client Support Specialist

Job DescriptionJob PurposeICE Data Services (IDS), a leading provider of financial market data, has an opening 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 client’s questions and managing and escalating production issues.The team oversees customer support for ICE Data Derivatives clients. 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 is preferableExcellent verbal and written English language skillsExcellent time-management and organizations skillsExperience in a similar support or client-facing role (an advantage)Strong 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.) ScheduleThis role requires 5 days a week in office attendance Monday to Friday from 8am and/or various morning start times.  Evening shifts are usually from 12pm to 20:00 in the office.  All other shifts are 9 hours.  Currently there is a requirement to work 1 later shift per week from 12:00 to 20:00. Exceptionally this role will provide holiday and sickness cover for ICE Data Derivatives overseas offices as required, which may include an evening or night shift (including Friday evening/night).