At a Glance
- Tasks: Support clients by addressing inquiries and improving data quality for our Pricing & Analytics products.
- Company: Join ICE Data Services, a leader in financial data solutions.
- Benefits: Competitive salary, flexible shifts, and opportunities for professional growth.
- Other info: Fast-paced, team-oriented environment with excellent career advancement potential.
- Why this job: Be the vital link between clients and tech teams, making a real impact.
- Qualifications: Bachelor's degree and 2+ years of experience in client support or related fields.
The predicted salary is between 29700 - 36300 £ per year.
Job Description
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 support team focused on our Pricing & Analytics product suite.
The Support Specialist will work closely with Sales, Product Management and Development groups within ICE Data Services.
The ideal candidate will have a mix of strong client facing experience and technical skills.
Responsibilities
- Consistently address and respond to all client inquiries professionally and with timely follow-up.
- Identifying data quality issues, recommending procedural and technical changes to improve productivity and data quality for ICE Data Services.
- Build and maintain relationships with various points of contacts ranging from exchanges to internal product groups for the purpose of communicating and resolving related inquiries.
- Detect and report client and internal trends while following through to ensure trend information is used advantageously.
- Act as a bridge between Business and Development and be able to translate the impact of technical changes to customers’ business needs.
- Interpret product documentation to understand and relay the flow and final delivery of the support information to internal and external clients.
- Capture and maintain detail production statistics and logs for production reporting.
- Engage closely with the technology and product management teams to help determine the best technical implementation methods as well as a reasonable execution schedule for various projects throughout the year.
- Key contributor for project related inquiries (Product Analysis Review Engagements, Client Metrics, and Scorecards etc.).
- Responsible to collaborate with Production Operation teams with the ability to relay information to colleagues and clients during production crisis/situations.
- Knowledge and Experience
- A Bachelor's Degree in Business, Computer Science or equivalent work experience is required.
- 2+ years of industry experience.
- Excellent written and oral communication skills with proven ability to quickly absorb technical concepts and effectively communicate to non-technical audience.
- Solid organization and internal relationship management skills.
- Proficiency with Microsoft Excel and Word.
- Basic understanding of the global financial markets.
- Excellent listening skills and the ability to, in turn, relay information clearly and concisely to internal or external clients.
- Enjoy and thrive working in a fast paced team oriented environment.
- Proficiency with Sales Force, JIRA.
- Work flexible shifts between 7:00 AM and 17:30 PM to ensure proper coverage.
Client Support Specialist II in London employer: Intercontinental Exchange Holdings
As a Senior Analyst in the AML Counterparty Management team at ICE Futures Europe, you will be part of a dynamic and collaborative work culture that prioritises integrity and compliance. The company offers excellent employee growth opportunities through exposure to senior stakeholders and involvement in strategic initiatives, all while being located in a vibrant financial hub. With a commitment to continuous improvement and innovation, ICE Futures Europe provides a supportive environment where your expertise in financial crime management can thrive.
Contact Details:
Intercontinental Exchange Holdings Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Client Support Specialist II in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Intercontinental Exchange Holdings. 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 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 in London
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:Your cover letter is your chance to shine! Tell us why you want to work at Intercontinental Exchange Holdings 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!
How to prepare for a job interview at Intercontinental Exchange Holdings
✨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.
