Client Support Specialist II
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

Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.

Additional Information

* Job Type: Standard
* Schedule: Full-time