Client Support Specialist

Job Description

Job Purpose

ICE Data Services is seeking a proactive and client-focused Client Support Specialist to join our team. This role is essential to supporting our PRD Desktop product suite and involves close collaboration with Sales, Product Management, and Development teams. The ideal candidate will bring a blend of strong technical aptitude and exceptional client service skills.

 

 

Responsibilities

• Provide timely, professional responses to all client inquiries, ensuring high levels of customer satisfaction.
• Identify and troubleshoot data quality issues; recommend procedural or technical improvements to enhance data accuracy and operational efficiency.
• Build and maintain effective relationships with internal teams and external partners, including exchanges and product groups, to resolve inquiries and share insights.
• Monitor and report on client and internal trends, ensuring actionable insights are communicated and leveraged.
• Serve as a liaison between business and development teams, translating technical updates into business-relevant impacts for clients.
• Interpret and communicate product documentation to support both internal teams and external clients.
• Maintain detailed logs and production statistics for reporting and analysis.
• Collaborate with technology and product management teams to define optimal technical solutions and realistic project timelines.
• Conduct product demonstrations via Teams or Webex to educate and support clients.
• Coordinate with Production Operations during critical incidents, ensuring timely communication with stakeholders.
• Draft and distribute client notifications using the ad hoc email advisory system.
• Note: This role requires availability for overnight shifts.

 

Knowledge and Experience

• Bachelor’s degree in Business, Computer Science, or a related field—or equivalent professional experience.
• 2+ years of relevant industry experience.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.
• Excellent organizational and relationship management abilities.
• Proficiency in Microsoft Excel and Word.
• Foundational understanding of global financial markets.
• Strong listening skills and the ability to convey information clearly and concisely.
• Comfortable working in a fast-paced, team-oriented environment.
• Experience with Salesforce, JIRA, and ServiceNow is preferred.