Job Description

Job Purpose

ICE Data Services (IDS), a leading provider of financial market data, has an opening to support multiple IDS divisions primarily focused on Pricing and Reference data but also Derivatives and Indices. 

ICE Data Services is looking for a dynamic Client / Product Support Specialist to join our team. The function is an integral part of our frontline support team focused on market data products.

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 Sales, Relationship Managers, Product, Development and QA to serve as the voice of the customer internally and drive resolution of issues.

Knowledge and Experience

• BA or BSc degree
• Client service excellence, with a focus on being helpful, fast, reliable, responsive, proactive, friendly, dynamic and professional.
• Exceptional customer facing communication skills (written and verbal).
• Strong aptitude to troubleshoot and solve problems.
• Spoken and written fluency in English and Japanese is mandatory. 

Desired

• Exposure to back, middle office and/or market data environments, ideally in a client/business facing role.
• Knowledge of financial markets and associated terminology

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