Client Support Specialist

Job Purpose

Intercontinental Exchange is looking for a dynamic Client Support Specialist to join our team. The position is an integral part of our front-line support team focused on real-time market data products based in Jacksonville. The ideal candidate will have a mix of strong technical skills and client facing experience.

Responsibilities

• Provide exceptional overall client experience to clients using time-sensitive, mission critical applications.
• Research, diagnose and respond to client inquiries in an expeditious, thorough and professional manner. This includes both reactive as well as proactive customer support.
• Thoroughly diagnose technical problems and communicate solutions to customers.
• Demonstrate a strong sense of ownership for customer issues, show empathy, and keep the customer informed on the status of all open requests.
• Gain a deep understanding of ICE market data products, architecture, and customer base.
• Work closely with product, development, and QA to serve as the voice of the customer internally and drive resolution of issues.
• Identify trends to address with the client or internally to improve client experience and workflow.
• Strong aptitude to troubleshoot and solve problems.
• Strong customer facing communication skills (written and verbal).
• Ability to multitask and pay attention to details

Knowledge and Experience

• Experience in a client facing role is desirable although a strong candidate with lesser experience will be considered.
• Client service excellence, with a focus on being helpful, reliable, responsive, proactive, friendly, and professional.
• Strong customer facing communication skills.
• Strong aptitude to troubleshoot and solve problems.
• Understanding of networks and a thorough understanding of core computing concepts (CPU's, memory, I/O, etc.)

Schedule

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

Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.

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