Client Support Specialist

Job Purpose

ICE Data Services (IDS), a leading provider of financial market data, has an opening to support ICE 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 client’s questions and to manage and escalate 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 errors or failures.
• Escalate issues with internal groups to resolve issue with urgency, when applicable.
• Maintain strong relationship with clients and internal teams.
• Ensure up-to-date documentation of policies, procedures, and work processes.

Knowledge and Experience

• Bachelor’s or equivalent university degree is preferable.
• Excellent verbal and written English language skills.
• Excellent time-management and organizations skills.
• Experience in a similar support or client-facing role (an advantage).
• Strong analytical and problem-solving skills with attention to detail and ability to follow-up.
• Ability to interact with external clients, as well as internal business units.
• Working knowledge of Sales Force, Service Now, MS Office, FTP (an advantage.)

Schedule

The working hours will be 5 days per week Monday to Friday for 9 hours. Start times will be from 8am or 9am or 10am according to a schedule. While every effort will be made to allow leave on public holidays, it may be occasionally necessary to work on public holidays if required (compensation will be provided). This position supports the APAC region and not Australia only.