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Client Support Specialist
Intercontinental Exchange
Santa Monica, CA, United States
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JOB DESCRIPTION
BondEdge Solutions LLC, a subsidiary of Intercontinental Exchange, presents multiple, unique opportunities for a full-time Client Support Specialist to join a team responsible for providing high quality professional services in support of the BondEdge platform of portfolio analytics information as well as provide various levels of product and user support to BondEdge customers.
Duties and Responsibilities
• Research, diagnose and respond to client inquiries in an expeditious, thorough and professional manner.
• Provide excellent customer care with knowledge of BondEdge system workflow processes, including moderate understanding of key BondEdge product features.
• Provide on-line security modeling, training and support in BondEdge as needed by the users.
• Performs other duties as assigned such as coverage analysis for prospective clients, process sample/demo portfolios and generate BondEdge reports as requested by the sales and account management staff.
• Provide exceptional overall client experience to clients using time-sensitive, mission critical applications.
• Work with product, development and QA to drive the resolution of issues on client’s behalf
Knowledge and Experience
• Bachelors Degree, preferably in Mathematics, Finance, Business, Economics or Computer Science
• Work experience of 0-1 year
• Excellent communication skills needed to effectively support client over phone and email
• Sufficient analytical skills needed to understand and interpret theoretical/mathematical calculations in BondEdge
• Sufficient technical skills needed to troubleshoot the BondEdge application and BondEdge OnDemand platform
• Intermediate PC skills needed for basic experience in software navigation, especially when assisting clients as well as for efficient spreadsheet data manipulation
Core Competencies
Competencies are the skills and behaviors that are critical both to your personal performance and to ICE’s continued success. The core competencies apply to every member of staff working for ICE.
Teamwork
• Offers time and/or assistance to colleagues; is widely regarded and respected as someone to go to for help
• Fosters friendly and cooperative relationships with others; colleagues enjoy working with the
• employee
• Shares knowledge and mentors staff; works to develop others’ knowledge as well as own
• Gives and shares credit as appropriate
• Contributes to recruiting and training efforts of others, including candidate referrals, job interviews and mentoring
• Attends and participates in company and department level functions inside and outside of the office
Problem-Solving & Decision-Making
• Demonstrates an understanding of the urgent nature of our business and the need to proactively find and fix problems quickly and effectively takes ownership and follows through on decisions; doesn’t minimize or forget about problems
• Determines and fixes root causes rather than just treating symptoms
• Applies novel techniques to solve problems that are more ambiguous; challenges long-held beliefs when necessary
• Quickly and effectively identifies alternative solutions and the pros/cons of each; confirms that a proposed solution has no unintended consequences
• Takes steps to mitigate risk
• Consults with colleagues and recommends solutions based on the best interests of customers and shareholders, even when the opinion is unpopular
Communication
• Actively listens and speaks to, not over, others
• Uses clear and constructive language orally and in writing
• Communicates important developments to the relevant and appropriate audiences in a timely and consistent manner
• Asks follow-up questions to ensure all points are understood
• Takes time to objectively listen to all viewpoints before forming an opinion
• Builds consensus among differing views
Professionalism & Integrity
• Makes a positive impression; represents the company well on the phone and in person, including maintaining attire and appearance that is consistent with company image and appropriate for employee’s role
• Models a ‘can-do’ attitude and takes initiative as a self-starter; inspires and motivates others to do the same
• Embraces, rather than resists, additional responsibilities
• Refrains from office gossip; settles rather than creates conflict with and between others
• Exhibits desired work habits including regular office hours and extra hours when necessary while minimizing breaks and non-work related activities
• Adheres to all corporate policies; makes prudent use of company resources
LOCATIONCA: Santa Monica (2901 28th Street)
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.