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 an integral part of our global front line customer support team focused on support of ICE Data Services clients globally.
Providing a high level of technical support and customer services to clients globally. Trouble shooting client queries where required, working closely with all internal teams.
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 client experience using time-sensitive, mission critical data and applications. Including education on information technology issues/services to clients
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 process periodically. Implement standard operating procedures and customer service guidelines
Escalate issues with internal groups to resolve issue with urgency, when applicable
.
Support and maintain effective relationships with users 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.
Provide backup assistance to peers when needed. Flexibility to expand and take on additional responsibilities or tasks as business needs dictate.
Knowledge and Experience
Bachelor’s degree or equivalent experience information systems preferred
2 – 3 years of service flow experience or CRM ticketing system
Flexible for any shifts including nights, public holidays, and weekends
Strong organizational and time management skills. Capable of prioritizing multiple tasks, working effectively with little or no direction
Excellent verbal and written English language skills. Advance active listening skills
Formal meeting organization and facilitation skills
Client service excellence, with a focus on being helpful, reliable, responsive, proactive, friendly, and professional. Ability to methodically breakdown a process or issue by asking critical, thoughtful questions to identify best solution to mitigate impact (short/long term solution)
Maximum of 5 years’ experience in technology with at least 2 – 3 years of client support experience
2 – 3 years of subject matter expert experience, preferred.
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 background
Working knowledge of at least one of Salesforce, ServiceNow, MS Office
Knowledge of financial markets and market data terminology a plus
Business Analyst – IT in Hyderabad For Leading India’s Pharma Company Required Skills & Experience Ctc 5lacs – 7lacs 2yrs...
Apply For This JobRole Purpose The purpose of this role is to serve as a support, escalationpoint for the agents in solving issues...
Apply For This JobRequirement for Area Sales Manager for a IT Company in Mangalore location Posted on -November 15, 2019 Requirement for Area...
Apply For This JobMinimum 4 Years Maximum 6 Years of Experience in Selling Software products like ERP, CRM, HRMS, DMS, Asset Management, Procurement...
Apply For This JobJob Description Mandatory skills Python , AWS Splunk( good to have) Experience 7 to 10 years Location Bangalore (Bellandur) –...
Apply For This JobNOTE :1. ONSITE JOB2. ONLY APPLY IF EXPECTED SALARY IS WITHIN 3 LPA INR3. ONLY APPLY IF AVAILABLE FOR WALK...
Apply For This Job