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Client Support Specialist

19000772 Requisition #
Job Purpose

ICE Data Services is looking for a dynamic Client Support Specialist to join our team.  The position plays an integral role in providing support for the ICE Data Services suite of desktop products.  The ideal candidate will have a mix of strong technical skills and client facing experience. 

  • Provide an exceptional client experience to customers that are using time-sensitive, mission critical desktop applications
  • Research, diagnose and respond to client inquiries in an expeditious, thorough and professional manner. This includes both reactive as well as 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 desktop 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
  • Assist new clients with installation, how to training and product education
Knowledge and Experience
  • BA/BS degree or relevant work experience
  • 2+ years of experience in a client facing role is desirable although a strong candidate with lesser experience will be considered
  • Basic knowledge of the financial markets is a plus
  • Client service excellence, with a focus on being helpful, reliable, responsive, proactive, friendly, and professional
  • Strong customer facing communication skills
  • Above average knowledge of computer systems (both Windows and Mac)
  • Strong aptitude to troubleshoot and solve problems
  • Proficiency in MS Office
  • General knowledge of networking, firewalls, and proxy issues is a plus
  • Solid analytical and problem solving skills

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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