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.
- 4 to 7 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.
