Client Support Specialist

Job Purpose

At ICE, we are on a mission as a team. We are problem solvers and partners, always starting with our customers needs, working to solve their challenges and create opportunities. Our start-up roots are ingrained on our corporate culture - nimble, flexible and fast moving. We take ownership and make decisions. We all work for one company and work together to drive growth across the business. We take pride in what we do, acting with integrity and passion, driving continuous improvement so our customers can perform better. We are experts and enthusiasts - combining ever-expanding knowledge with leading technology to consistently deliver results, solutions and opportunities for our customers and stakeholders. Every day we work toward transforming global markets.

ICE Data Services

In this role, you will represent ICE Data Services while collaborating with internal stakeholders, providing continuous support to the clients and manage ICEs data feed infrastructure. This position offers the opportunity to acquire in-depth technical knowledge of premier market data solutions and offers exposure to the finance and technology business sector.

Responsibilities

• Must be prepared to work during non-standard working hours including weekends to support global stakeholders and clients.
• Configuring, installing, and testing ICE server software.
• Research, diagnose problems and communicate solutions to internal stakeholders and clients.
• Maintain regular contact with internal stakeholders to ensure we provide exceptional customer support.
• Ownership for issues, show empathy, and regular status updates of all open requests.
• Provide exceptional customer service by resolving client enquiries by email, phone, and web chat.
• Troubleshoot technical issues within our data distribution system. Typical technical inquiries include resolving client disconnections, investigating network drops, analyzing market data delays/latency, and answering API usage questions.
• Lead regular support calls and ad-hoc escalations with internal stakeholders.
• Develop a deep understanding of ICE Data Services products, IT architecture and customer base.

Knowledge and Experience

• BCA / MCA / BCS / MCS / BE / B. Tech / Any other bachelors or masters degree in computers and technology.
• 3+ years of relevant experience.
• Knowledge of Unix, Linux, Unix power tools, Unix scripting, Networks and core computing concepts.
• Troubleshooting and problem solving.
• Experience in a client-facing role handling high-stakes issues that require accuracy, and tact is an added advantage.
• Commitment to customer service excellence, characterized by helpfulness, reliability, attention to detail, and professionalism.
• Excellent communication skills, both written and oral, capable of effectively engaging with diverse audiences and contexts (e.g., internal vs. external, trading clients vs. data analytics firms).
• Natural aptitude for analysis and technical troubleshooting, demonstrating logical thinking and a methodical approach to problem-solving.
• Excellent organizational skills to effectively manage workload and handle multiple assignments in parallel.