Senior Client Support Specialist

Job Purpose

ICE Data Services (IDS), a leading provider of financial market data, has an opening for a Team Lead to support ICE Data Derivatives, which provides data and analytics for risk management of derivatives across 5 asset classes (Foreign Exchange, Interest Rates, Equities, Commodities and Credit) and 100s of instrument types. Client Support Specialists are responsible for answering client's questions and to manage and escalate production issues.

The team oversees customer support for ICE Data Derivatives clients. A significant part of the job is working with clients globally on queries regarding the operation of the company's products and handling questions about option prices and data. The successful candidate will be able to resolve issues creatively by understanding the processes and resources of the company. This position will suit an experienced internal candidate who is ready to step up into a management position in the Derivatives field. The job can also suit an external candidate who has management experience. The position will report to the manager of the IDD tier 1 team in Tel Aviv.

Responsibilities

• As a principal point of escalation for local team members to get assistance with their handling of client queries.
• To be responsible for the management of local shift rotation and the requests of team members for vacations etc.
• Analyze and report on the performance of team members with the assistance of metrics regarding volume and availability to receive work through various channels.
• 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, including, but not limited to, product and application questions, as well as data and price confirmations.
• Provide timely and accurate response to all client inquiries.
• Provide support for any file delivery failures.
• Escalate issues with internal groups to resolve issue with urgency, when applicable
• Maintain strong relationship with clients and internal teams.
• Ensure up-to-date documentation of policies, procedures and work processes periodically.

Knowledge And Experience Required

• At least 6 years of experience within a client facing team with a proven internal track record of strong performance.
• Minimum of 2 years as a line manager of a client facing team
• Bachelor's or equivalent university degree.
• Excellent verbal and written English language skills.
• Excellent time-management and organizations skills
• Experience in a similar support or client-facing role
• Strong analytical and problem-solving skills with attention to detail and follow-up
• Experience of working with external clients, as well as internal business units.
• Working knowledge of Sales Force, Service Now, MS Office, FTP (an advantage.)

Schedule

• The working hours will be European hours 14:00 to 23:00 5 days per week Monday to Friday.

Skills Required
Customer Support, Client Facing Role