Client Support Specialist II

Job Description

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 is seeking a dynamic Client Support Specialist to join our Hyderabad based team. This client-facing role provides first-line and second-line support for the ICE Consolidated Feed and ICE Consolidated History products. The successful candidate will possess a natural disposition towards customer service and demonstrate a strong aptitude for technical troubleshooting, along with a general knowledge of financial markets and IT.

In this position, you will serve as a representative of ICE Data Services, delivering continuous support for ICEs market data solutions to clients while communicating client feedback to internal stakeh0olders to improve product quality and enhance customer satisfaction. This role presents an opportunity to delve into the market data sector and acquire extensive technical knowledge of premier market data solutions. Additionally, it offers exposure to prominent clients within the financial services and data industries.

Responsibilities

• Provide exceptional customer service by resolving client enquiries by email, phone, and web chat.
• Must be prepared to work during non-standard working hours including weekends to support global stakeholders and clients.
• Troubleshoot technical issues within our data distribution system, as well as investigate market data content issues as L1/L2 support. Typical technical inquiries include resolving client disconnections, investigating network drops, analyzing market data delays/latency, and answering API usage questions. Market data content enquiries might include data behaviour questions on specific exchanges, order book status confirmations, and corporate action processing.
• Communicate in an official capacity representing ICE Data Services with clients regarding ongoing market data incidents, upcoming changes, and the status of open inquiries.
• Collaborate with Product, Development, QA, and Sales teams to assist with potential client upsell opportunities, expedite bug fixes, and more.
• Lead client-facing engagements such as regular support calls and ad-hoc escalations.
• Relay client feedback constructively to internal teams to influence decisions and improve client satisfaction.
• Identify opportunities to enhance client interactions and team workflow.
• Develop a deep understanding of ICE Data Services market data products, IT architecture, and customer base.

Knowledge and Experience:

• MBA / BBA / B. Com / M. Com / Any other bachelor s or master s degree in finance and technology.
• 3 to 6 years of experience in Market Data or Financial Services.
• Experience in a client-facing role handling high-stakes issues that require accuracy and tact.
• Good knowledge of the functions of financial institutions, their use of market data, and how financial instruments are traded (equities, bonds, derivatives, crypto, etc. ).
• Knowledge of financial markets and associated terminology.
• Knowledge of Unix, Linux, Unix power tools, Unix scripting, Networks and core computing concepts would be added advantage.
• Troubleshooting and problem solving.

Essential Qualities:

• Commitment to customer service excellence, characterized by helpfulness, reliability, attention to detail, and professionalism.
• Excellent communication and 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).
• Strong interpersonal skills to build client trust, navigate sensitive conversations, and influence internal decision-making.
• 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.

Schedule

This role offers work from home flexibility of one day per week.