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Client Support Specialist

19000248 Requisition #
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 front line support team focused on real-time market data products.  The ideal candidate will have a mix of strong technical skills and client facing experience.

Duties and Responsibilities
  • Provide an exceptional overall experience to clients using time-sensitive, mission critical applications
  • Research, diagnose and respond to client inquiries in an expeditious, thorough and professional manner. This includes both reactive and proactive customer support
  • Thoroughly diagnose technical problems and communicate solutions to customers
  • Demonstrate a strong sense of ownership for customer issues, show empathy, and keep the customer informed on the status of all open requests
  • Gain a deep understanding of ICE Data Services market data products, architecture and customer base
  • Work closely with product, development and QA to serve as the voice of the customer internally and drive resolution of issues
Knowledge and Experience
  • BA or BS degree
  • 2+ years of experience in a client facing role is desirable, although a strong candidate with lesser experience will be considered
  • Client service excellence, with a focus on being helpful, reliable, responsive, proactive, friendly, and professional
  • Strong customer facing communication skills (written and verbal)
  • Strong aptitude to troubleshoot and solve problems
  • Understanding of networks and a thorough understanding of core computing concepts (CPU’s, memory, I/O, etc.)
  • Knowledge of Unix, Unix power tools, Unix scripting (proficiency of 7+ on a scale of 10) is desirable
  • Exposure to front office trading/market data environments, ideally in a client/business facing role is desirable
  • Knowledge of financial markets and associated terminology is beneficial

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