Client Support Specialist at Intercontinental Exchange Holdings, Inc.

Tel-Aviv, Tel-Aviv District, Israel -

Full Time

Start Date

Immediate

Expiry Date

22 Jun, 26

Salary

0.0

Posted On

24 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Support, Risk Management, Derivatives, Foreign Exchange, Interest Rates, Equities, Commodities, Credit, Client Inquiries, Issue Escalation, Time-Management, Organization, Problem-Solving, Attention To Detail, Follow-Up

Industry

Financial Services

Description

Job Description Job Purpose ICE Data Services (IDS), a leading provider of financial market data, has an opening to support ICE Data Derivatives, which provides data and analytics for risk management of derivatives across 5 asset classes (Foreign Exchange, Interest Rates, Equities, Commodities and Credit) and 100s of instrument types. Client Support Specialists are responsible for answering client’s questions and to manage and escalate production issues. The team oversees customer support for ICE Data Derivatives clients. A significant part of the job is working with clients globally on queries regarding the operation of the company’s products and handling questions about option prices and data. The successful candidate will be able to resolve issues creatively by understanding the processes and resources of the company. Responsibilities Onboard and off-board clients for ICE Data Derivatives products and services Field client inquiries and requests received via email, Chat, Sales Force, and phone, including, but not limited to, product and application questions, as well as data and price confirmations Provide timely and accurate response to all client inquiries Provide support for any file delivery failures Escalate issues with internal groups to resolve issue with urgency, when applicable Maintain strong relationship with clients and internal teams Ensure up-to-date documentation of policies, procedures and work processes periodically Knowledge and Experience Required Bachelor’s or equivalent university degree is preferable Excellent verbal and written English language skills Excellent time-management and organizations skills Experience in a similar support or client-facing role (an advantage) Strong analytical and problem-solving skills with attention to detail and follow-up Ability to interact with external clients, as well as internal business units The working hours will be 5 days per week Monday to Friday from 8am and various morning start times. Currently there is a requirement to work 1 evening per week from 14:00 to 22:00. Exceptionally this role will provide holiday and sickness cover for ICE Data Derivatives overseas offices as required, which may include an evening or night shift (including Friday evening/night). Working knowledge of SalesForce, Service Now, MS Office, FTP (an advantage.) Schedule This role requires 5 days a week in office attendance. Evening shifts are usually from 2pm to 22:00 in the office. If the shift is from 16:00 to 0:00 (not common) this may be done from home.

Responsibilities

Client Support Specialists are responsible for managing client inquiries regarding ICE Data Derivatives products, including option prices and data, and handling the escalation of production issues. Key duties involve onboarding/off-boarding clients and ensuring timely, accurate responses to all client requests via various communication channels.