Client Support Specialist II

London, England, United Kingdom

12/20/2024

Job Description

Job Purpose

ICE Data Services is seeking a dynamic Client Support Specialist to join our London-based team. This client-facing role provides first-line and second-line support for the ICE Consolidated Feed and ICE Consolidated History products.

ICE Consolidated Feed aggregates low-latency financial data across asset classes from over 600 sources including but not limited to most major global exchanges to provide real-time market data in a normalised, easy-to-consume format. Meanwhile, ICE Consolidated History is a file-based product providing extensive historical tick data. These products cater to a range of client needs, such as trading application display, algorithmic trading, risk management, back-testing, and compliance trade surveillance.

In this role, you will represent ICE Data Services by providing ongoing support to clients and relaying client feedback to internal stakeholders to enhance product quality and drive customer satisfaction. This position offers the opportunity to delve into the market data business and gain deep technical product knowledge of leading market data solutions. It also provides exposure to high-profile clients in the financial services and data sphere.

The successful candidate will possess a natural disposition towards customer service and demonstrate a strong aptitude for technical troubleshooting, along with a general knowledge of financial markets and IT. Given the time-critical and high-impact nature of some of the enquiries handled by our Client Support team, we welcome someone who thrives in a fast-paced environment where quick resolution and timely updates are essential.

Responsibilities

• Provide exceptional customer service by resolving client enquiries by email, phone, and web chat.
• Troubleshoot technical issues within our data distribution system, as well as investigate market data content issues as L1/L2 support. Typical technical inquiries include resolving client disconnections, investigating network drops, analyzing market data delays/latency, and answering API usage questions. Market data content enquiries might include data behaviour questions on specific exchanges, order book status confirmations, and corporate action processing.
• Communicate in an official capacity representing ICE Data Services with clients regarding ongoing market data incidents, upcoming changes, and the status of open inquiries.
• Collaborate with Product, Development, QA, and Sales teams to assist with potential client upsell opportunities, expedite bug fixes, and more.
• Lead client-facing engagements such as regular support calls and ad-hoc escalations.
• Relay client feedback constructively to internal teams to influence decisions and improve client satisfaction.
• Identify opportunities to enhance client interactions and team workflow.
• Develop a deep understanding of ICE Data Services market data products, IT architecture, and customer base.
  
  

Knowledge And Experience

• Essential Qualities
• Commitment to customer service excellence, characterized by helpfulness, reliability, attention to detail, and professionalism.
• Excellent communication and 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).
• Strong interpersonal skills to build client trust, navigate sensitive conversations, and influence internal decision-making.
• 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.
• General knowledge of financial markets and financial instruments.
  
  

• In addition, the ideal candidate will possess several of the following qualities:
• Degree in Engineering, Computer Science, Finance, Economics or a similar field.
• Prior work industry experience in market data or financial services.
• Experience in an IT technology-oriented role including but not limited to: Application support, software developer, system administrator, implementation engineer, technical account manager.
• Experience in a client-facing role handling high-stakes issues that require accuracy and tact.
• Experience working in Unix/Linux environment.
• Good knowledge of the functions of financial institutions, their use of market data, and how financial instruments are traded (equities, bonds, derivatives, crypto, etc.).
• Familiarity with software development lifecycle and best practices in IT service delivery.
• Experience debugging and writing scripts (Python, bash, PowerShell, etc.).
• Exposure to networking concepts (TCP/IP, firewalls, VPNs, basic network troubleshooting).
• Proficiency in any of the following languages may be beneficial for client engagement: French, Spanish, Italian, Korean, Japanese, Chinese, others.
  

Schedule

This role offers work from home flexibility of one day per week.