Senior Client Support Specialist
Core
Senior Client Support Specialist for ICE Data Derivatives, handling client inquiries, managing production issues, and supporting risk management data across 5 asset classes.
Role type
Senior Client Support Specialist
Builds
Data and analytics services for derivatives risk management
Domain
Financial market data / Derivatives
Deliverable
client delivery
Required skills
Client onboarding/offboarding, Fielding client inquiries via email/chat/phone/Salesforce, Resolving production issues, Escalating internal issues, Maintaining client relationships, Documentation management
Preferred skills
Working knowledge of SalesForce, Service Now, MS Office, FTP
Technologies
SalesForce, Service Now, MS Office, FTP
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; Provide timely and accurate response to all client inquiries; Provide support for any file delivery failures; Escalate issues with internal groups to resolve issues with urgency; Maintain strong relationships with clients and internal teams; Ensure up-to-date documentation of policies, procedures and work processes periodically