Client Support Specialist II

Job Purpose

ICE Data Services is looking for a dynamic Client Support Specialist II to join our team. The position is an integral part of our front-line support team focused on real-time market data products. The ideal candidate will have a mix of strong technical skills and client facing experience.

Responsibilities

• Provide exceptional overall client experience to clients using time-sensitive, mission critical applications.
• Research, diagnose and respond to client inquiries in an expeditious, thorough and professional manner. This includes both reactive as well as proactive customer support.
• Thoroughly diagnose technical problems and communicate solutions to customers.
• Demonstrate a strong sense of ownership for customer issues, show empathy, and keep the customer informed on the status of all open requests.
• Gain a deep understanding of ICE Data Services market data products, architecture, and customer base.
• Work closely with product, development, and QA to serve as the voice of the customer internally and drive resolution of issues.
• Identify trends to address with the client or internally to improve client experience and workflow
• Strong aptitude to troubleshoot and solve problems.
• Strong customer facing communication skills (written and verbal).
• Ability to multitask and pay attention to details

Knowledge and Experience

• Bachelor's degree
• 3+ years of experience in a client facing role is desirable although a strong candidate with lesser experience will be considered
• Client service excellence, with a focus on being helpful, reliable, responsive, proactive, friendly, and professional
• Strong customer facing communication skills
• Strong aptitude to troubleshoot and solve problems
• Understanding of networks and a thorough understanding of core computing concepts (CPU's, memory, I/O, etc.)
• Knowledge of Unix, Unix power tools, Unix scripting (proficiency of 7+ on a scale of 10) is desirable
• Exposure to front office trading/market data environments, ideally in a client/business facing role is desirable
• Knowledge of financial markets and associated terminology is beneficial