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Open nowPosted 32 days ago

Client Support Specialist II

ICE341 open roles

Where
London, United Kingdom
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Your applicationOpen nowClient Support Specialist IIICE · London, United Kingdom

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on ICE's own form.

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. ICE postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 32 days ago

ICE median: 1 days open

The posting

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 SalesForce, JIRA.
  • Work flexible shifts between 7:00 AM and 17:30 PM to ensure proper coverage.
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