Client Support Specialist II

Job Purpose

ICE Data Services is looking for a dynamic Client Support Specialist to join our London-based team. This role is an integral part of our first-line support for the ICE Consolidated Feed product. The ideal candidate will possess a blend of strong technical skills and client-facing experience.

• Deliver exceptional customer service experience to ICE Data Services' real-time market data clients.
• Address client enquiries in an expeditious, thorough and professional manner.
• Resolve technical and market data content issue in the capacity of L1/L2 support, often in collaboration with other internal teams, and relay solutions effectively to clients.
• Collaborate closely with Product, Development, QA, and Sales teams to represent client needs and drive issue resolution.
• Demonstrate ownership of issues and keep the customer informed on the status of open enquiries requests.
• Develop a deep understanding of ICE Data Services market data products, IT architecture, and customer base.
• Identify opportunities to improve client experience and workflow.

• Bachelor's degree
• 2+ years of experience in a client- or business-facing support role, ideally within financial services or IT technology, with a strong preference for prior exposure to market data management and front office trading. However, candidates with relevant qualifications will also be considered.
• Essential:
• Commitment to customer service excellence, characterized by helpfulness, reliability, attention to detail, and professionalism.
• Excellent communication skills, both written and oral.
• Strong aptitude for analysis and technical troubleshooting
• In addition, the successful candidate will demonstrate several of the following competencies:
• Functional knowledge of financial markets, financial instruments, and market data
• Familiarity with software development lifecycle, best practices in IT service delivery
• Understanding of network and core computing concepts
• Proficiency in Unix commands for system navigation, file manipulation
• Scripting experience

Schedule

This role offers work from home flexibility of one day per week.