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Client Support Specialist
Own the frontline support workflow for ICE Data Services market data products
Hyderābād, Telangāna, India
10 hours agoBe an early applicant
Intercontinental Exchange
Operates global financial exchanges, clearing houses, and data services that support trading, risk management, and market transparency across asset classes.
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Client / Product Support Specialist
ICE Data Services is looking for a dynamic Client / Product Support Specialist to join our team. The function is an integral part of our front line support team focused on market data products. The ideal candidate will have a mix of strong technical skills and client facing experience.
Responsibilities:
- Provide exceptional overall client experience to clients using time-sensitive, mission critical applications.
- Research, diagnose and respond to client inquiries in an expeditious, thorough and professional manner. This includes both reactive as well as proactive customer support.
- Thoroughly diagnose technical problems and communicate solutions to customers.
- Demonstrate a strong sense of ownership for customer issues, show empathy, and keep the customer informed on the status of all open requests.
- Gain a deep understanding of ICE Data Services market data products, architecture and customer base.
- Deep involvement of nightly support on production monitoring and incident management to ensure timely escalation and resolution on operation and production issues, failures.
- Work closely with product, operations, development, QA or necessary stakeholders to serve as the voice of the customer internally and drive resolution of issues.
Knowledge and Experience:
- BA or BS degree.
- Client service excellence, with a focus on being helpful, fast, reliable, responsive, proactive, friendly, dynamic and professional.
- Exceptional customer facing communication skills (written and verbal).
- Strong aptitude to troubleshoot and solve problems.
- Spoken and written fluency in English is mandatory.
Preferred Knowledge and Experience:
- Exposure to middle office / market data environments, ideally in a client/business facing role.
- Knowledge of financial markets and associated terminology.
Schedule:
- 5 days working from office
- Full-time night shift position (10pm - 7am)
About Intercontinental Exchange
Operates global financial exchanges, clearing houses, and data services that support trading, risk management, and market transparency across asset classes.