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Client Technical Support Specialist
Intercontinental Exchange
Bedford, MA, United States
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JOB DESCRIPTION
ICE Data Services is looking for a dynamic Client Support Specialist (Feeds Support) 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 Bedford, MA. 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 Data Services 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.
Qualifications:
• BA or BS Degree
• 2+ years of 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.
• Knowledge of financial markets and associated terminology
• Strong customer facing communication skills (written and verbal).
• Strong aptitude to troubleshoot and solve problems.
• Understanding of networks and a thorough understanding of core computing concepts (CPU’s, memory, I/O, etc.)
• Unix, Unix power tools, Unix scripting (desired but not required)
• Exposure to front office trading/market data environments, ideally in a client/business facing role. (desired but not required)
LOCATIONMA: Bedford (32 Crosby Drive)
FULL TIME / PART TIMEFull time
Intercontinental Exchange
ICE is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.