Client Support Specialist

Job Description

Hyderabad, India Operations In-Office 10713 Job Description Job Purpose This group is responsible for the management, provisioning, reporting and overall billing changes of clients. In addition to user setup and support, entitlements, and reporting in a timely and professional manner for both internally and externally partners. Our Remit: To provide a value-add service across ICE Data Services’ multiple business lines. To establish a proactive, forward-facing, service orientated group with a clear understanding of the value of the corporate strategic assets (“the data”) of which we are in effect the custodians. To implement a series of clearly defined best practices across all business lines and all product lines to support our global business in a timely, efficient & compliant way. To implement robust processes to support the sales cycle and the client on-boarding process while adhering to our core principals of source compliance & consistency The Delivery discipline’s mandate is to provide a first-class service to provision, report, and remit entitlements & accesses on behalf of our clients in compliance with our source obligations. The Client Support Specialist is responsible for producing timely and accurate entitlements to Internal & External clients; ensuring that the invoices received are processed both timely and efficiently to ensure prompt payment; managing various projects and source mandated change management processes; and assisting in the addition and maintenance of user’s entitlements, access trends and other meaningful data aggregation that can aid in various decision-making processes throughout the business. The candidate should possess the following skills: team-oriented; self-motivated; ability to work well independently; strong sense of responsibility; strong communication and presentation skills; strong project management skills; strong analytical skills; ability to achieve repeatable results; knowledgeable of departmental and company responsibilities; and a solid understanding of customer support & client service excellence. Responsibilities Provide a quick turnaround to customer new access and change requests. Complete internal employee access requests. Provide back-office support to effectively communicate with customers and bring resolution to all customer queries. Process various usage reports to implement appropriate billing. Produce or review operational reports, document and update internal procedures, and assist with special projects as needed. Retrieve support information from web and mobile pages or apps, including FAQs, details products and technical information. Work closely with other team members and cross-functional team members Knowledge and Experience Bachelor's Degree or equivalent combination of education and experience. 2+ years of experience in a customer support or client facing role is desirable. Ability to interact with external clients, as well as internal business units Strong customer facing communication skills. Exposure to financial trading environment, customer service, or market data is a plus Exhibits a proactive nature and approach to learning, problem identification and problem resolution Must be self-directed and be able to work within a team environment Working knowledge of Microsoft operating systems, and in-depth knowledge of standard Microsoft Office application programs Ability to work varying shifts