ICE Data Services, a leading provider of financial market data, is seeking a dynamic Client Support Specialist to join our team. This role is a key part of our global, front-line support organization, delivering high-quality technical support, financial data, and client service to customers worldwide. The position involves troubleshooting client inquiries and collaborating closely with internal teams and stakeholders to ensure timely and effective resolution.
The ideal candidate brings a strong combination of technical expertise, client-facing experience, and an understanding of financial markets. This role requires working closely with global clients and cross-functional support teams on a broad range of critical activities to ensure a seamless and high-quality client experience.
Responsibilities
Troubleshoot and resolve client issues efficiently using internal tools, knowledge bases, and financial data knowledge to identify root causes
Accurately log, track, and manage all client interactions and case details within the CRM system (Salesforce)
Identify and escalate complex, high-impact, or systemic issues to appropriate internal teams, ensuring timely follow-up and clear client communication
Support first-contact resolution goals while maintaining high standards of client service and satisfaction
Analyze data to validate issues, identify discrepancies, and support resolution efforts
Partner with cross-functional teams to drive issue resolution and improve client outcomes
Contribute to updating documentation, workflow mapping, and continuous improvement initiatives across client support and data operations
Assist in data validation, reconciliation, and quality assurance efforts to ensure accuracy and reliability of financial datasets
Preferred Knowledge and Experience
Bachelor's degree in Business, Finance, Economics, Information Technology, or a related field
2+ years of experience in client support, data operations, or financial services preferred
Exceptional written and verbal communication skills in English with the ability to clearly convey technical and non-technical information to diverse audiences
Strong organizational and time management skills with the ability to prioritize competing tasks and meet deadlines in a fast-paced environment
Proven ability to collaborate across teams and adapt quickly in a dynamic, global environment
Strong analytical and problem-solving capabilities, particularly in diagnosing data and system-related issues
Experience working with CRM or ticketing systems (e.g., Salesforce, ServiceNow)
Client-focused mindset with a proactive, detail-oriented approach to issue resolution
Proficiency in Microsoft Office Suite, with advanced skills in Excel (data analysis, pivot tables, lookups, etc.)
Demonstrate strong familiarity with financial markets and data terminology, including fixed income, equities, derivatives, and market data concepts; effectively interpret and support instrument-level data in a client-facing environment
Demonstrate proficiency with AI tools and workflows beyond basic productivity use, including applying AI to automate processes, analyze data, and develop practical business solutions
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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.