Client Support Specialist II

Job Purpose

Responsibilities

• Consistently address and respond to all client inquiries professionally and with timely follow-up.
• Identifying data quality issues, recommending procedural and technical changes to improve productivity and data quality for ICE Data Services.
• Build and maintain relationships with various points of contacts ranging from exchanges to internal product groups for the purpose of communicating and resolving related inquiries.
• Detect and report client and internal trends while following through to ensure trend information is used advantageously.
• Act as a bridge between Business and Development and be able to translate the impact of technical changes to customers’ business needs.
• Interpret product documentation to understand and relay the flow and final delivery of the support information to internal and external clients.
• Capture and maintain detail production statistics and logs for production reporting.
• Engage closely with the technology and product management teams to help determine the best technical implementation methods as well as a reasonable execution schedule for various projects throughout the year.