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About the Role
ICE Data Services (IDS) is seeking a Senior Client Support Specialist to support ICE Data Derivatives. This role involves managing client inquiries and production issues for derivatives data and analytics across various asset classes and instrument types. The specialist will work with global clients, answer questions about product operations, and handle option price and data queries, resolving issues creatively by understanding company processes and resources.
Responsibilities
- Onboard and off-board clients for ICE Data Derivatives products and services
- Field client inquiries and requests received via email, Chat, Sales Force, and phone, including product and application questions, as well as data and price confirmations
- Provide timely and accurate response to all client inquiries
- Provide support for any file delivery failures
- Escalate issues with internal groups to resolve issues with urgency, when applicable
- Maintain strong relationships with clients and internal teams
- Ensure up-to-date documentation of policies, procedures and work processes periodically
Requirements
- 3 years of experience in a similar support or client-facing role
- Excellent verbal and written English language skills
- Excellent time-management and organizations skills
- Strong analytical and problem-solving skills with attention to detail and follow-up
- Ability to interact with external clients, as well as internal business units
Skills
- SalesForce
- Service Now
- MS Office
- FTP
Work Type
- 5 days per week, Monday to Friday
Experience Level
- Senior
Education Level
- Bachelor’s or equivalent university degree in Economics, Finance or a related discipline
About the Company
- ICE Data Services (IDS), a leading provider of financial market data