Intercontinental Exchange Hiring for Client Support Associate at Hyderabad, Telangana Full Time

ICE Data Services, a leading provider of financial market data, is looking for a dynamic Client Support Specialist to join our fast-growing team. This position is a key role on our global front line customer support team focused on providing a high level of technical support and customer services to ICE Data Services clients globally. Troubleshooting client inquiries where required and working closely with all internal teams and stakeholders until resolution.

The ideal candidate will have a mix of strong technical skills and client facing experience and a background or interest in the financial markets. Key responsibilities include working with global clients and our global client support teams on a wide variety of tasks critical to supporting our customers.

Responsibilities

Provide exceptional overall experience for clients using time-sensitive, mission critical data and applications. Including educating clients on information technology issues/services

Provide operational support to global client support teams by assisting in key workflows and initiatives

Provide case status updates to management and end users, as well as mitigate future recurrences through post-mortem analysis

Ensure up to date documentation of policies, procedures, and work processes periodically. Implement standard operating procedures and customer service guidelines

Escalate issues with internal groups to resolve issue with urgency, when applicable. Establish and maintain effective relationships with counterparts in assigned areas, such as operating systems, applications, mobile devices, new technologies and communications infrastructure

Handle inbound customer queries in a professional manner with attention to detail, timeliness, and consistency

Thoroughly diagnose technical problems and communicate solutions to customers and to the team

Provide backup assistance to peers when needed. Flexibility to expand and take on additional responsibilities or tasks as business needs dictate

Knowledge and Experience

Bachelors degree preferred

Must be self-directed and able to work within a team environment

Strong organizational and time management skills. Capable of prioritizing multiple tasks, working effectively with little or no direction

Formal meeting organization and facilitation skills

Maximum of 5 years experience in technology with at least 2 – 3 years of client support experience

Ability to work in a fast-paced environment and meet daily deadlines

Strong analytical and problem-solving skills with attention to detail and follow-up. Advanced analytical skills and ability to perform system analysis

Ability to effectively communicate, collaborate and build relationship with peers, co-workers and management personal from different countries and diverse backgrounds

Working knowledge of at least one of Salesforce, ServiceNow, MS Office

Knowledge of financial markets and market data terminology a plus

Schedule

This role offers work from home flexibility of up to 2 days per week.