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
