Client Support Specialist

Job Opportunity At Ice Data Services

Ice Data Services (IDS), a leading provider of financial market data, has an opening to support Ice Data Derivatives, which provides data and analytics for risk management of derivatives across five asset classes and hundreds of instrument types. Client Support Specialists are responsible for answering clients' questions and managing and escalating production issues.

The team oversees customer support for Ice Data Derivatives clients. A significant part of the job is working with clients globally on queries regarding the operation of the company's products and handling questions about option prices and data. The successful candidate will be able to resolve issues creatively by understanding the processes and resources of the company.

Responsibilities

• Onboard and off-board clients for Ice Data Derivatives products and services
• Field client inquiries and requests received via email, chat, sales force, and phone, including, but not limited to, product and application questions, as well as data and price confirmations
• Provide timely and accurate response to all client inquiries
• Provide support for any file delivery failures
• Escalate issues with internal groups to resolve issues with urgency, when applicable
• Maintain strong relationships with clients and internal teams
• Ensure up-to-date documentation of policies, procedures, and work processes periodically

Knowledge and Experience Required

• Bachelor's or equivalent university degree is preferable
• Excellent verbal and written English language skills
• Excellent time-management and organizational skills
• Experience in a similar support or client-facing role (an advantage)
• Strong analytical and problem-solving skills with attention to detail and follow-up
• Ability to interact with external clients, as well as internal business units
• Working hours will be five days per week Monday to Friday from 8am and various morning start times. Currently, there is a requirement to work one evening per week from 14:00 to 22:00. Exceptionally, this role will provide holiday and sickness cover for Ice Data Derivatives overseas offices as required, which may include an evening or night shift (including Friday evening/night).
• Working knowledge of SalesForce, Service Now, MS Office, FTP (an advantage)

Schedule

This role requires five days a week in-office attendance. Evening shifts are usually from 2pm to 22:00 in the office. If the shift is from 16:00 to 0:00 (not common), this may be done from home.