Client Support Specialist II - Data Services

OverviewWork Hours: 9:00 am to 6:00 pm Eastern time Job PurposeICE Data Services is looking for a dynamic Client Support Specialist II 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.ResponsibilitiesProvide exceptional overall client experience to clients using time-sensitive, mission critical applicationsResearch, diagnose and respond to client inquiries in an expeditious, thorough and professional manner. This includes both reactive as well as proactive customer supportThoroughly diagnose technical problems and communicate solutions to customersDemonstrate a strong sense of ownership for customer issues, show empathy, and keep the customer informed on the status of all open requestsGain 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 issuesIdentify trends to address with the client or internally to improve client experience and workflowStrong aptitude to troubleshoot and solve problemsStrong customer facing communication skills (written and verbal)Ability to multitask and pay attention to detailsKnowledge and ExperienceBachelor’s degree3+ years of experience in a client facing role is desirable although a strong candidate with lesser experience will be consideredClient service excellence, with a focus on being helpful, reliable, responsive, proactive, friendly, and professionalStrong customer facing communication skillsStrong aptitude to troubleshoot and solve problemsUnderstanding 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 desirableExposure to front office trading/market data environments, ideally in a client/business facing role is desirableKnowledge of financial markets and associated terminology is beneficialScheduleThis role requires in-office 5 days per week.#LI-SF1 Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.