Client Support Specialist II

at  Intercontinental Exchange Holdings Inc

KNOWLEDGE & EXPERIENCE

• Bachelor degree or equivalent preferred
• Business English, plus fluency (reading, writing, speaking)
• Fluent in Portuguese and/or Spanish would be an advantage.
• Excellent written and oral communication skills with proven ability to craft client-ready correspondences www.theice.com
• Experience as a Client Support Analyst or experience within reference data and data analytics.
• Advanced data and assigned markets’ knowledge.
• Good understanding of Equities and/or Fixed Income
• Understanding of more complex markets and experience working with financial data
• Ability to work as part of a team showing positive support and responsiveness to colleagues
• Advanced Excel required.
• Ability to work in a fast paced, high pressured, fluid environment
• Ability to distill large amounts of information into specific takeaways
• Excellent attention to detail and high degree of demonstrated decision-making and problem-solving skills
• Eagerness to learn and collaborate with others.

JOB PURPOSE

The primary purpose of this position is to research, analyze and interpret, client queries within the Data Support Group. The Data Support Group is responsible for handling external client queries, internal stakeholder (account management, sales, product, pricing and production teams) queries and reporting and analyzing trends based off the results of these queries. The focus will be to deal with more complex queries from various external and internal sources; to update and maintain that data in various internal database and to add value through increased analysis of the queries.

RESPONSIBILITIES

• Provide customer support for users of ICE products by resolving inquiries in a timely manner
• Craft external facing responses for those clients that submitted customer inquiries containing a meaningful, well-thought out, well-constructed answer that includes a restatement of the challenge or question, the analysis completed to satisfy the request and where appropriate, the methodology used to determine the solution
• Support our customers by resolving problems by understanding their cause, gathering the relevant information and formulating and implementing a solution with the guidance of the Manager.
• Confidently participate in client calls and meetings.
• Contribute to the implementation of change in services and systems, and suggest and implement improvements with the guidance of the Manager
• To provide support and become an escalation point for queries in the absence of the manager.
• Become a subject matter expert on more than one of our internal database/applications.
• Compile team statistics and evaluate results
• Liaise with other departments such as pricing, product, data collection and account management.
• Identify potential new and enhanced reliable sources that can be used to gather data (i.e. a new data vendor provider)
• Identify different/more effective/productive ways to use the existing sources with a view to decrease idle time/ increase speed
• Provide support on continued development of the SPER query system, including suggesting enhancements and participating in testing.