Client Support Specialist

Job Purpose

The team oversees customer support for ICE Data Derivatives clients. A significant part of the job is working with clients globally on queries regarding the operation of the company’s products and handling questions about option prices and data.  The successful candidate will be able to resolve issues creatively by understanding the processes and resources of the company.

Responsibilities

• Onboard and off-board clients for ICE Data Derivatives products and services
• Field client inquiries and requests received via email, Chat, Sales Force, and phone, including, but not limited to, product and application questions, as well as data and price confirmations.
• Provide timely and accurate response to all client inquiries.
• Provide support for any file delivery errors or failures.
• Escalate issues with internal groups to resolve issues urgently, when applicable.
• Maintain strong relationship with clients and internal teams.
• Ensure up-to-date documentation of policies, procedures, and work processes.

Knowledge and Experience Required

• Bachelor’s or equivalent university degree in a finance related subject is preferable.  Other subjects will be considered if the candidate’s work experience is in client support in finance.
• Excellent verbal and written English language skills.
• Excellent time-management and organizations skills.
• Experience in a similar support or client-facing role related to derivatives.
• Strong analytical and problem-solving skills with attention to detail and ability to follow-up.
• Ability to interact with external clients, as well as internal business units.
• The working hours will be 5 days per week Monday to Friday for 9 hours.  Start times will be from 8am or 9am or 10am according to schedule.   Occasionally, there will be an expectation to work from afternoons into the late evening to cover public holidays or other absences for the team in Melbourne Australia (e.g., 15:00 to 0:00).
• Working knowledge of Sales Force, Service Now, MS Office, FTP (an advantage.) 

Schedule

This role requires office attendance of 5 days per week.