Client Support Specialist, Data Services

Intercontinental Exchange (ICE) • Jacksonville, FL • 3h ago

Overview

Job Purpose

ICE Data Services, a leading provider of financial market data, is seeking a dynamic Client Support Specialist to join our team. This role is a key part of our global, front-line support organization, delivering high-quality technical support, financial data, and client service to customers worldwide. The position involves troubleshooting client inquiries and collaborating closely with internal teams and stakeholders to ensure timely and effective resolution.

The ideal candidate brings a strong combination of technical expertise, client-facing experience, and an understanding of financial markets. This role requires working closely with global clients and cross-functional support teams on a broad range of critical activities to ensure a seamless and high-quality client experience.

Responsibilities

Troubleshoot and resolve client issues efficiently using internal tools, knowledge bases, and financial data knowledge to identify root causes

Accurately log, track, and manage all client interactions and case details within the CRM system (Salesforce)

Identify and escalate complex, high-impact, or systemic issues to appropriate internal teams, ensuring timely follow-up and clear client communication

Support first-contact resolution goals while maintaining high standards of client service and satisfaction

Analyze data to validate issues, identify discrepancies, and support resolution efforts

Partner with cross-functional teams to drive issue resolution and improve client outcomes

Contribute to updating documentation, workflow mapping, and continuous improvement initiatives across client support and data operations

Assist in data validation, reconciliation, and quality assurance efforts to ensure accuracy and reliability of financial datasets

Preferred Knowledge and Experience

Bachelor's degree in Business, Finance, Economics, Information Technology, or a related field

2+ years of experience in client support, data operations, or financial services preferred

Exceptional written and verbal communication skills in English with the ability to clearly convey technical and non-technical information to diverse audiences

Strong organizational and time management skills with the ability to prioritize competing tasks and meet deadlines in a fast-paced environment

Proven ability to collaborate across teams and adapt quickly in a dynamic, global environment

Strong analytical and problem-solving capabilities, particularly in diagnosing data and system-related issues

Experience working with CRM or ticketing systems (e.g., Salesforce, ServiceNow)

Client-focused mindset with a proactive, detail-oriented approach to issue resolution

Proficiency in Microsoft Office Suite, with advanced skills in Excel (data analysis, pivot tables, lookups, etc.)

Demonstrate strong familiarity with financial markets and data terminology, including fixed income, equities, derivatives, and market data concepts; effectively interpret and support instrument-level data in a client-facing environment

Demonstrate proficiency with AI tools and workflows beyond basic productivity use, including applying AI to automate processes, analyze data, and develop practical business solutions

LI-SF1

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