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About the Role

ICE Data Services is seeking a Client Support Specialist to join their team, focusing on the Pricing & Analytics product suite. This role involves close collaboration with Sales, Product Management, and Development groups, requiring a blend of client-facing experience and technical aptitude.

Responsibilities

• Professionally address and respond to client inquiries with timely follow-up.
• Identify data quality issues and recommend improvements to productivity and data quality.
• Build and maintain relationships with exchanges and internal product groups to resolve inquiries.
• Detect and report client and internal trends, ensuring advantageous use of trend information.
• Act as a liaison between Business and Development, translating technical changes to customer business needs.
• Interpret product documentation to explain information flow and delivery to clients.
• Capture and maintain detailed production statistics and logs for reporting.
• Collaborate with technology and product management teams on technical implementation and project schedules.
• Serve as a key contributor for project-related inquiries, including Product Analysis Review Engagements, Client Metrics, and Scorecards.
• Collaborate with Production Operation teams, relaying information during production crises.

Requirements

• A Bachelor's Degree in Business, Computer Science, or equivalent work experience.
• 2+ years of industry experience.
• Excellent written and oral communication skills with the ability to quickly absorb technical concepts and communicate them to a non-technical audience.
• Solid organization and internal relationship management skills.
• Proficiency with Microsoft Excel and Word.
• Basic understanding of global financial markets.
• Excellent listening skills and the ability to relay information clearly and concisely.
• Ability to thrive in a fast-paced, team-oriented environment.
• Proficiency with SalesForce and JIRA.
• Willingness to work flexible shifts between 7:00 AM and 5:30 PM for coverage.

Skills

• Client facing experience
• Technical skills
• Microsoft Excel
• Microsoft Word
• SalesForce
• JIRA
• Communication skills
• Organization skills
• Relationship management skills
• Listening skills

Experience Level

• 2+ years of industry experience

Education Level

• Bachelor's Degree in Business
• Bachelor's Degree in Computer Science
• Equivalent work experience

About the Company

• ICE Data Services is a provider of Pricing & Analytics products.