At a Glance
- Tasks: Provide top-notch technical support and customer service to clients in financial markets.
- Company: Join ICE Data Services, a leader in financial market data with a global presence.
- Benefits: Competitive salary, flexible work environment, and opportunities for professional growth.
- Other info: Dynamic team atmosphere with opportunities to collaborate internationally.
- Why this job: Make a real impact by helping clients navigate critical data and applications.
- Qualifications: Bachelor’s degree or equivalent experience; client support experience preferred.
The predicted salary is between 35000 - 45000 £ per year.
ICE Data Services, a leading provider of financial market data, is looking for a dynamic Client Support Specialist to join our fast-growing team. This position is an integral part of our global front line customer support team focused on providing a high level of technical support and customer services to ICE Data Services clients. An ideal candidate will combine strong technical expertise with proven client-facing experience, along with a background or demonstrated interest in financial markets. In this role, the individual will partner with global clients and collaborate closely with our international client support teams on a broad range of tasks essential to deliver exceptional service and solutions. By being based in London, the candidate will play a pivotal role in strengthening our presence in the region, enabling closer engagement with European clients, providing timely support to sales teams, and fostering stronger connections with key stakeholders across the market.
Responsibilities
- Provide exceptional overall experience for clients using time-sensitive, mission critical data and applications, including educating clients on information technology issues/services.
- Provide operational support to global client support teams by assisting in key workflows and initiatives.
- Provide case status updates to management and end users, as well as mitigate future recurrences through post-mortem analysis.
- Ensure up to date documentation of policies, procedures, and work processes periodically.
- Implement standard operating procedures and customer service guidelines.
- Escalate issues with internal groups to resolve issues with urgency, when applicable.
- Establish and maintain effective relationships with counterparts in assigned areas, such as operating systems, applications, mobile devices, new technologies and communications infrastructure.
- Handle inbound customer queries in a professional manner with attention to detail, timeliness, and consistency.
- Thoroughly diagnose technical problems and communicate solutions to customers.
- Provide backup assistance to peers when needed.
- Flexibility to expand and take on additional responsibilities or tasks as business needs dictate.
Knowledge and Experience
- Bachelor’s degree or equivalent experience.
- Familiarity with European and US financial markets and industry practices.
- Preferred 2+ years of service flow experience or CRM ticketing system.
- Preferred experience with Application Programming Interfaces (APIs), including supporting and troubleshooting data across different APIs.
- Preferred beginner-level Python skills to support data analysis and improve operational processes.
- Strong organizational and time management skills, capable of prioritizing multiple tasks, working effectively with little or no direction.
- Excellent verbal, advanced listening, and written English language skills.
- Formal meeting organization and facilitation skills.
- Client service excellence, with a focus on being helpful, reliable, responsive, proactive, friendly, and professional.
- Ability to methodically breakdown a process or issue by asking critical, thoughtful questions to identify best solution to mitigate impact.
- 2+ years client support experience, preferred.
- Ability to work in a fast-paced environment and meet daily deadlines.
- Strong analytical and problem-solving skills with attention to detail and follow-up.
- Advanced analytical skills and ability to perform system analysis.
- Ability to effectively communicate, collaborate and build relationships with peers, co-workers and management personnel from different countries and diverse backgrounds.
- Working knowledge of at least one of Salesforce, ServiceNow, MS Office.
- Knowledge of financial markets and market data terminology a plus.
Client Support Specialist II employer: Intercontinental Exchange Holdings, Inc.
At ICE Data Services, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Client Support Specialist II based in London, you will benefit from our commitment to employee growth through continuous training and development opportunities, while also enjoying the unique advantage of engaging directly with European clients in a dynamic financial market environment. Join us to be part of a team that values client service excellence and empowers you to make a meaningful impact.
Contact Details:
Intercontinental Exchange Holdings, Inc. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Client Support Specialist II
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Intercontinental Exchange Holdings, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Intercontinental Exchange Holdings, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Support Specialist II
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Intercontinental Exchange Holdings, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Intercontinental Exchange Holdings, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Intercontinental Exchange Holdings, Inc.!
How to prepare for a job interview at Intercontinental Exchange Holdings, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
