Client Support Specialist at Intercontinental Exchange Holdings, Inc.

Hyderabad, Telangana, India -

Full Time

Start Date

Immediate

Expiry Date

01 Jul, 26

Salary

0.0

Posted On

02 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical support, Customer service, Financial market data, CRM ticketing systems, Salesforce, ServiceNow, MS Office, Analytical skills, Problem-solving, Time management, Communication, Documentation, Operational support, Meeting facilitation, Process analysis

Industry

Financial Services

Description

Job Description Job Purpose ICE Data Services, a leading provider of financial market data, is looking for a dynamic Client Support Specialist to join our fast-growing team. This position is an integral part of our global front line customer support team focused on providing a high level of technical support and customer services to ICE Data Services clients. An ideal candidate will combine strong technical expertise with proven client-facing experience, along with a background or demonstrated interest in financial markets. In this role, the individual will partner with global clients and collaborate closely with our international client support teams on a broad range of tasks essential to deliver exceptional service and solutions. Responsibilities Provide exceptional overall experience for clients using time-sensitive, mission critical data and applications. Including educating clients on information technology issues/services Provide operational support to global client support teams by assisting in key workflows and initiatives Provide case status updates to management and end users, as well as mitigate future recurrences through post-mortem analysis Ensure up to date documentation of policies, procedures, and work processes periodically. Implement standard operating procedures and customer service guidelines Escalate issues with internal groups to resolve issue with urgency, when applicable. Establish and maintain effective relationships with counterparts in assigned areas, such as operating systems, applications, mobile devices, new technologies and communications infrastructure Handle inbound customer queries in a professional manner with attention to detail, timeliness, and consistency Thoroughly diagnose technical problems and communicate solutions to customers Provide backup assistance to peers when needed. Flexibility to expand and take on additional responsibilities or tasks as business needs dictate Knowledge and Experience Bachelor’s degree or equivalent experience 2+ years preferred of service flow experience or CRM ticketing system 2+ years client support experience, preferred Ability to work in a fast-paced environment and meet daily deadlines Strong organizational and time management skills. Capable of prioritizing multiple tasks, working effectively with little or no direction Excellent verbal, advanced listening, and written English language skills Formal meeting organization and facilitation skills Client service excellence, with a focus on being helpful, reliable, responsive, proactive, friendly, and professional Ability to methodically breakdown a process or issue by asking critical, thoughtful questions to identify best solution to mitigate impact Strong analytical and problem-solving skills with attention to detail and follow-up. Advanced analytical skills and ability to perform system analysis Ability to effectively communicate, collaborate and build relationship with peers, co-workers and management personal from different countries and diverse background Working knowledge of at least one of Salesforce, ServiceNow, MS Office Knowledge of financial markets and market data terminology a plus

Responsibilities

The Client Support Specialist will provide high-level technical support and customer service to global clients using mission-critical financial data. They will also collaborate with international teams to manage workflows, document procedures, and resolve technical issues.