Client Support Specialist Extended jobs at Intercontinental Exchange - Ice in India, Hyderabad

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

Job Purpose

ICE Digital Trade provides paperless global trade management solutions which digitize, automate, and accelerate trade & post-trade operations, finance, logistics, compliance, and visibility.

Responsibilities

• Resolve incidents & requests
• Take proactive actions / measures to limit corrective maintenance activities
• Create and maintain knowledgebase
• Provide level 1 application support, liaising with level 2 and level 3 support teams to resolve reported issues and incidents
• Onboard and off-board clients for ICE Digital Trade products and services
• Update the ticketing system (e.g. Salesforce, ServiceNow, JIRA) for the reported problem and resolution
• Promptly address user requests, incidents, and problems, ensuring timely resolution
• Participate in testing to verify and understand the application logic and behavior
• Escalate issues to the team lead in a timely and appropriate manner
• Maintain strong relationships with clients and internal teams
• Undertake root cause analysis and manage resulting action items to resolution
• Develop and maintain the knowledge base for ongoing support
• Contribute to system monitoring, alerting, and preventive measures

Knowledge and Experience

• Bachelor’s or equivalent university degree
• Excellent verbal and written English language skills
• Excellent time-management and organizations skill
• Knowledge in system and application support preferred
• Basic knowledge on SPLUNK, Salesforce and Servicenow is a plus
• Able to work flexible hours in a 24/7 support environment
• Experience with ITSM tool ServiceNow is a plus

Job Purpose

As a Senior Business Analyst supporting the ICE Clearing Technology team, you will be responsible for defining the functionality of ICE's post-trade and risk product and service offerings, principally in the futures and options markets. Serving as the primary liaison between stakeholders and a software-development team, you will lead and coordinate the translation of business needs into system requirements for large-scale development projects.

Responsibilities

• Communicate with stakeholders in non-technical terms to learn business workflows, understand client needs, and propose solutions
• Translate business requirements into concise functional requirements that are actionable by the development team
• Reconcile conflicting requirements with stakeholders
• Recognize and communicate the impact new systems and features have on existing systems
• Develop analysis artifacts including use-cases, activity diagrams, user-interface schematics, business rules, technical specifications, process flows, and API documentation.
• Adhere to change-control procedures to ensure requirements changes are agreed to by the release team and stakeholders
• Conduct demonstrations and training sessions, and assist end users to adopt the tools developed by the team
• Produce end-user documentation, including release notes and guides
• Query and compile data to support management and sales strategic analysis
• Support the technical development and quality-assurance efforts, as required
• Assist project management to prioritize and track requested system enhancements

Knowledge and Experience

• Bachelor’s degree or comparable experience is required, preferably in Economics, Finance, Mathematics or Computer Science
• 5+ years’ software product development, business analysis, quality assurance, or related experience
• Strong business-writing and excellent communication skills required
• Competence in data analysis and Microsoft Office tools (particularly SQL, Word and Excel)
• Highly detail-oriented, with keen organizational skills
• Ability to multitask and work independently, in a fast-paced environment and within deadline
• Commitment to customer service and on-time product delivery

Preferred, but not required:

• Trading, clearing or banking-industry experience preferred
• A basic understanding of web applications, data structures, API, XML, HTML, Jira, Confluence

Responsibilities

• Develop and effectively apply learned technical and domain expertise to assist customers in the intended and proper use of mortgage-based software solutions.
• Resolve technical problems reported by the customer to the agent in a timely manner with minimal assistance for 85% of all cases assigned at six-month’s tenure in the role while maintaining a satisfactory level of customer satisfaction.
• Support and drive service level attainment to departmental standards.
• Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates in accordance to departmental standards.
• Have awareness for, and develop recognition of systemic customer-impacting problems, and respond appropriately per departmental procedure.
• Understand and follow company and departmental guidelines and policies for customer interaction/customer service.
• Adopt and exhibit core behaviors toward teamwork and professionalism as defined by departmental standard.
• Manage customer interactions as set forth by department policy and procedure.
• Adhere to schedule as set forth by management.
• Manage case backlog to departmental standards.
• Thoroughly and accurately document details of all customer interactions in appropriate case management system.

Knowledge and Experience

• 2 years equivalent customer service or technical support experience.
• Possesses and ability to manage own time to department and team standards and expectations.
• Ability to Analyze and compare the conceptual and technical symptoms of a reported software problem to expected functionality and accurately identify the key differences, probable cause, and corrective course of action.
• An ability to demonstrate basic competency in software application problem diagnosis, troubleshooting, and resolution.
• Collaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy.
• Communicates Effectively: Develops and delivers, by written and oral communications, information which is clear, salient, and audience appropriate. Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one. Deliver salient information and complete solutions with confidence.
• Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer.
• Decision Quality: Makes sound, timely decisions toward agreed upon personal, company, and departmental/team objectives and goals. Consistently demonstrates good judgement; Considers relevant factors; Applies good practices and methodology to decision making. Understands and appropriately balances and prioritizes work efforts to operational needs.
• Nimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge.
• Technical Savvy: Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills. Capacity to understand technical concepts, processes, procedures, and tools. An aptitude for technical problem solving, including the ability to learn and adopt new technical concepts, processes, and troubleshooting procedures.

Preferred

• Plan and self-manage work efforts to goals and department/team objectives.
• Possesses a basic understanding of business-to-business software applications utilized in complex multi-user environments that are both desktop application based and fully web-based.
• Drives Results: Can consistently demonstrate achievement of results toward goals and objectives. Persistent; Empowered; Promotes and appropriately encourages others to meet/exceed goals.
• Manages Ambiguity: Demonstrates an ability to remain productive and function effectively in the role when situations are uncertain, unclear, or where situational information is not complete. Adaptable; Flexible; Resilient.
• Manages Complexity: Obtains relevant diagnostic information and apply to issue analysis and resolution efforts. Possesses the capability, capacity, and patience to collect and consider complex, large quantities, and/or potentially contradictory information in the process of triage, problem analysis, and resolution.
• Critical thinking; Problem solving.

Schedules will vary based on the rotation of coverage. Sunday through Saturday 5-day, 9-hour rotation will apply. Weekend work from home is permitted with some limitations.

Job Purpose

The Data Specialist, CRM Product Administration within CRM Solutions of Product Operations will help maintain the product, price, and bundle information used by Sales and other stakeholders on the Salesforce and ORMB systems within ICE Data Services. The core set of records being maintained is critical to support billing, contract, and delivery configuration aspects.

Responsibilities

• Communicate with product managers to maintain product, price, and bundle information used
• Daily input of product, list fees, and bundle data into staging tables
• Oversee monthly update processes of systems, plus any additional updates
• Review and confirm completeness and correctness of updates, and communicate any problems
• Maintain documentation of the processes, including a New Product template form
• Maintain characteristics of products to aid their selection by Sales and other users, including the products subject to Control review, data royalty, etc.
• In consultation with stakeholders, enhance characteristics as appropriate to reflect changing circumstances
• Support annual price increase process
• Support annual SEC Form ADV creation

Knowledge and Experience

• Advanced skill with Microsoft Excel
• Experience with Salesforce and CRM a plus
• Knowledge of financial information preferred (ideally, 2+ years of experience in Financial Data Services Industry)
• Highly organized and meticulous

Responsibilities

• Must be prepared to work during non-standard working hours including weekends to support global stakeholders and clients.
• Configuring, installing, and testing ICE server software.
• Research, diagnose problems and communicate solutions to internal stakeholders and clients.
• Maintain regular contact with internal stakeholders to ensure we provide exceptional customer support.
• Ownership for issues, show empathy, and regular status updates of all open requests.
• Provide exceptional customer service by resolving client enquiries by email, phone, and web chat.
• Troubleshoot technical issues within our data distribution system. Typical technical inquiries include resolving client disconnections, investigating network drops, analyzing market data delays/latency, and answering API usage questions.
• Lead regular support calls and ad-hoc escalations with internal stakeholders.
• Develop a deep understanding of ICE Data Services products, IT architecture and customer base.

Knowledge and Experience

• BCA / MCA / BCS / MCS / BE / B. Tech / Any other bachelor’s or master’s degree in computers and technology.
• 2 to 5 years of relevant experience.
• Knowledge of Unix, Linux, Unix power tools, Unix scripting, Networks and core computing concepts.
• Troubleshooting and problem solving.
• Experience in a client-facing role handling high-stakes issues that require accuracy, and tact is an added advantage.

Essential Qualities

• Commitment to customer service excellence, characterized by helpfulness, reliability, attention to detail, and professionalism.
• Excellent communication skills, both written and oral, capable of effectively engaging with diverse audiences and contexts (e.g., internal vs. external, trading clients vs. data analytics firms).
• Natural aptitude for analysis and technical troubleshooting, demonstrating logical thinking and a methodical approach to problem-solving.
• Excellent organizational skills to effectively manage workload and handle multiple assignments in parallel.

Job Purpose

The team is working with multiple ICE teams globally such as Data, account managers, product. Constantly taking more responsibilities and getting exposure to new product.

Responsibilities

• Support international Tier 1 banks, mutual and pension funds, hedge funds and insurance companies
• Research and respond to client queries, via email and phone, in a professional manner; while taking great care to keep client informed of action being taken
• Support clients across the different reference data, pricing and index level inquiries, methodology question etc.
• Analyze valuation disputes and discrepancies, and troubleshoot technical issues
• Use multiple types of tools and systems to conduct analysis
• Problem solving and troubleshooting
• Interact daily with multiple data and evaluation teams, product support, operations, IT, account managers & product managers
• Identify trends to address with the client or internally to improve client experience and workflow
• Communicate with colleagues to maximize efficiencies
• Tracking client questions and issues

Knowledge and Experience

• Bachelor's degree required
• Basic knowledge of the Financial Services industry
• Able to learn quickly
• Organized and multi-task
• Problem solving skills
• Critical thinking
• Team player
• Technical skills
• Ability to work under pressure
• Effective listening, verbal and written communication skills
• Experience in a professional work environment
• Positive attitude and deep customer service orientation
• Working days are Monday-Friday