Client Support Specialist II

4 weeks ago

Hyderabad, India ICE Data Services Full time

Job Purpose

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.
  • Work closely with product, development and QA to serve as the voice of the customer internally and drive resolution of issues.
  • 5 days working from office

Knowledge and Experience

  • 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.
  • BA or BS degree

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

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