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.
- Identify trends to address with the client or internally to improve client experience and workflow
- Strong aptitude to troubleshoot and solve problems.
- Strong customer facing communication skills (written and verbal).
- Ability to multitask and pay attention to details
Knowledge and Experience
- Bachelor’s degree
- 3+ years of experience in a client facing role is desirable although a strong candidate with lesser experience will be considered
- Client service excellence, with a focus on being helpful, reliable, responsive, proactive, friendly, and professional
- Strong customer facing communication skills
- Strong aptitude to troubleshoot and solve problems
- Understanding of networks and a thorough understanding of core computing concepts (CPU’s, memory, I/O, etc.)
- Knowledge of Unix, Unix power tools, Unix scripting (proficiency of 7+ on a scale of 10) is desirable
- Exposure to front office trading/market data environments, ideally in a client/business facing role is desirable
- Knowledge of financial markets and associated terminology is beneficial
