Intercontinental Exchange Holdings, Inc.
Client Support Specialist II
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Job Description
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 Pricing & Analytics 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 contacts 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 detail 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.
- Key contributor for project-related inquiries (Product Analysis Review Engagements, Client Metrics, and Scorecards, etc.).
- Responsible to collaborate with Production Operation teams with the ability to relay information to colleagues and clients during production crisis/situations.
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- A Bachelor's Degree in Business, Computer Science, or equivalent work experience is required.
- 2+ years of industry experience.
- Excellent written and oral communication skills with proven ability to quickly absorb technical concepts and effectively communicate to non-technical audiences.
- 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.
- Work flexible shifts between 7:00 AM and 17:30 PM to ensure proper coverage.
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