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Client Support Specialist

20000601 Requisition #

Job Purpose


The Client Support Specialist will be responsible for providing an unparalleled level of support to ICE Data Service’s Product accounts.  This individual is expected to become a content and technical expert in ICE Data Services’ International Bulk Products, and also have a very good understanding of the customer use cases and business in general.  This is an ideal position for someone interested in working with and learning about the technical side of international equity, fixed income and alternate investments as well as financial markets themselves.  The Client Support Specialist will work closely with Sales, Product Management and Development groups within ICE Data Services.  Along with providing secondary level support, this role will be responsible for monitoring production and contacting clients during production related issues.  The ideal candidate will be motivated and determined, and have the necessary customer service skills to achieve maximum customer satisfaction.

  • Address and respond to all client inquiries professionally
  • Identify data quality issues and recommend procedural and technical changes to improve productivity and data quality for ICE Data Services
  • Build and maintain relationships with stakeholders
  • Identify and report on client and internal trends
  • Act as a bridge between the business and development teams, translating the impact of technical changes to customers
  • Understand product documentation and effectively communicate the final delivery of support information to internal and external clients
  • Capture and maintain detailed production statistics and reporting
  • Engage with technology and product management teams to help determine the best technical implementation methods and execution schedules for projects
  • Contribute to project related inquiries (KYC Engagements, Client Metrics, and Scorecards etc.)
  • Collaborate with production operation teams and communicate information to colleagues and clients during production incidents
  • Incident Management - responsible for discussing post-mortems with management to create initial draft

Knowledge and Experience
  • Bachelor's Degree in Business, Computer Science or equivalent work experience
  • 2+ years of industry experience
  • Excellent communication skills
  • Able to effectively communicate technical concepts and to a non-technical audience 
  • Able to effectively communicate information to internal or external clients
  • Solid organization and internal relationship management skills
  • Proficiency with Microsoft Excel and Word
  • Basic understanding of global financial markets
  • Enjoy and thrive working in a fast paced team oriented environment
  • Scheduling flexibility required
  • Proficiency with Service Now and/or JIRA is preferred

Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.

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