Job Description
ICE Data Services (IDS), a leading provider of financial market data, has an opening for a Senior Client Support Specialist to supportICE Data Derivatives,which provides data and analytics for risk management of derivatives across 5 asset classes (Foreign Exchange, Interest Rates, Equities, Commodities and Credit) and 100s of instrument types. Client Support Specialists are responsible for answering clients’ questions and managing and escalating production issues.
The team oversees customer support for ICE Data Derivatives clients. A significant part of the job is working with clients globally on queries regarding the operation of the company’s products and handling questions about option prices and data. The successful candidate will be able to resolve issues creatively by understanding the processes and resources of the company.
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, but not limited to, 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
Knowledge and Experience
- Bachelor’s or equivalent university degree in Economics, Finance or a related discipline
- 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
- Working knowledge of SalesForce, Service Now, MS Office, FTP (an advantage.)
- The working hours will be 5 days per week, Monday to Friday
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Senior Client Support Specialist in City of London employer: Intercontinental Exchange
Intercontinental Exchange, Inc. (ICE) is an exceptional employer that offers engineers the chance to work on innovative technology within a dynamic and collaborative environment. With a strong focus on employee growth, ICE provides extensive training opportunities and encourages professional development, ensuring that team members can thrive in their careers while contributing to one of the largest global financial networks. Located in a vibrant area, employees enjoy a supportive work culture that values problem-solving and teamwork, making it a rewarding place to build a meaningful career.
