This is an opportunity to join a team responsible for providing top-notch support to ICE Data Derivatives clients worldwide. You’ll be the go-to person for client inquiries on product operation, option pricing, and data. The key to success lies in your ability to creatively resolve issues by leveraging your understanding of company processes and resources.
ICE Data Derivatives: Client Support Specialist
Responsibilities
- Onboard and off-board clients for ICE Data Derivatives products and services.
- Field client inquiries via various channels (email, chat, Salesforce, phone) on product usage, applications, data, and price confirmations.
- Deliver prompt and accurate answers to all client questions.
- Troubleshoot and resolve file delivery issues.
- Escalate complex issues to internal teams for urgent resolution.
- Foster strong relationships with clients and internal teams.
- Maintain up-to-date documentation on policies, procedures, and workflows.
Qualifications
- Bachelor’s degree or equivalent preferred.
- Exceptional written and verbal English communication skills.
- Excellent time management and organization abilities.
- Prior experience in a similar support or client-facing role (a plus).
- Strong analytical and problem-solving skills with a keen eye for detail and follow-through.
- Ability to collaborate effectively with both external clients and internal business units.
- Working knowledge of Salesforce, ServiceNow, MS Office, and FTP (advantageous).
Schedule
- Hybrid work model with at least 4 days in the office per week.
- Rotating schedule with 2-month blocks of European hours (2:00 PM – 11:00 PM), US hours (10:00 PM – 7:00 AM), and APAC hours (6:00 AM – 3:00 PM), Monday – Friday. The night shift (US hours) also rotates between Sundays and Thursdays.
- Offers work-from-home flexibility.
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