Client Support Specialist
Bedford, MA

Job Description

Job Purpose

ICE Data Services is looking for a dynamic Client Support Specialist to join our team. The position is an integral part of our front line support team focused on real-time market data products. The ideal candidate will have a mix of strong technical skills and client facing experience.

Duties and Responsibilities

* Provide an exceptional overall 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 and 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 product, development and QA to serve as the voice of the customer internally and drive resolution of issues

Knowledge and Experience

* BA or BS degree
* 2+ years of experience in a client facing role is desirable, although a strong candidate with lesser experience will be considered
* Client service excellence, with a focus on being helpful, reliable, responsive, proactive, friendly, and professional
* Strong customer facing communication skills (written and verbal)
* Strong aptitude to troubleshoot and solve problems
* Understanding of networks and a thorough understanding of core computing concepts (CPU's, memory, I/O, etc.)
* Knowledge of Unix, Unix power tools, Unix scripting (proficiency of 7+ on a scale of 10) is desirable
* Exposure to front office trading/market data environments, ideally in a client/business facing role is desirable
* Knowledge of financial markets and associated terminology is beneficial

Additional Information

* Job Type: Standard
* Schedule: Full-time