Senior Client Support Specialist

3 weeks ago

Hyderabad India ICE Full time

Job Description Job Description Job Purpose ICE Data Services is looking for a dynamic Senior Client 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 proactive and reactive 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. - Leadership 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. - 5 days working from office - Full-time night shift position (10pm - 7am) Knowledge And Experience - 7+ years of experience in a client facing role is desirable - 2+ years as senior team member or in a team lead role managing high-performance support teams - 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 Desired - Exposure to front office trading/market data environments, ideally in a client/business facing role. - Knowledge of financial markets and associated terminology

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