JOB PURPOSE

Intercontinental Exchange (NYSE:ICE) is a Fortune 500 company that operates a leading network of global futures, equity and equity options exchanges, as well as global clearing and data services across financial and commodity markets.

By putting the needs of our customers and global participants first, we are a high-growth company that started by bringing transparency and risk management to the global derivatives markets. We're engineers, strategists and problem-solvers who continually create and improve technology that solves market structure challenges on behalf of the industry.

DUTIES AND RESPONSIBILITIES

ICE Data Services is looking for a Product Support Specialist to join our global client support organization. The Product Support Specialist is the knowledgeable first contact for incoming customer service queries and issues for our Pricing and Reference Data products. The ideal candidate will have exemplary customer service skills, handling and troubleshooting all content and product questions to a high level and escalating to other internal teams when necessary, while still advocating for the client and coordinating the collective support effort.

Core Responsibilities:

• Manning a first level support desk in a rotating shift environment, responding to incoming telephone and email queries from clients, logging faults and diagnosing issues.
• Investigating reported data issues thoroughly through the data network and on to the client delivery, following up on these issues with clients, and then closing relevant tickets according to procedures
• To fully understand the set up and structure of ICE Data's products and services. This should include an understanding of the various service flags, price mapping, structure of data items (whether predetermined by the client or by a third party software vendor), the delivery time and production windows available to clients, methods of delivery available to them and procedures.
• To attend client meetings with Account Managers or Sales Executives as required or requested to discuss service requirements, conduct KYC engagements
• Partner with both the Account Managers and Product Groups to provide valuable client feedback.
• To be fully aware of product enhancements or developments. To fully understand and action. Focal Point testing (when a change has been made to our product resulting from an industry-wide development or new regulations).
• Manage incidents with clients, understanding impact and sending advisories
• Build and maintain relationships with various points of contact ranging from exchanges to internal product groups for the purpose of communicating and resolving related inquiries.
• Managing current outstanding issues in an organized and thorough manner.
• Sharing knowledge across product support teams and leverage shared resources and experience
• Help to enrich internal knowledge bases and contribute to finding inventive solutions to standardize the client support experience
• Assisting in day to day collective team tasks

PERSON SPECIFICATION

• Education to Bachelor degree level
• Knowledge of financial markets and associated terminology
• Excellent written and verbal communication skills
• Solid problem solving skills
• Positive attitude and deep customer service orientation
• Intermediate / advanced experience of Microsoft, Excel, PowerPoint, Sharepoint, and CRM systems to log client issues.
• At least one year of client services experience is preferred
• Fluency in major European language is preferred