Client Support Specialist
Role Overview
ICE Data Services, a leading provider of financial market data, is seeking a dynamic Client Support Specialist to join our team.
This role is a key part of our global, front-line support organization, delivering high-quality technical support, financial data, and client service to customers worldwide.
The position involves troubleshooting client inquiries and collaborating closely with internal teams and stakeholders to ensure timely and effective resolution.
The ideal candidate brings a strong combination of technical expertise, client-facing experience, and an understanding of financial markets.
This role requires working closely with global clients and cross-functional support teams on a broad range of critical activities to ensure a seamless and high-quality client experience.
Key Skills for This Role
Full Job Posting
Job Purpose
ICE Data Services, a leading provider of financial market data, is seeking a dynamic Client Support Specialist to join our team. This role is a key part of our global, front-line support organization, delivering high-quality technical support, financial data, and client service to customers worldwide. The position involves troubleshooting client inquiries and collaborating closely with internal teams and stakeholders to ensure timely and effective resolution.
The ideal candidate brings a strong combination of technical expertise, client-facing experience, and an understanding of financial markets. This role requires working closely with global clients and cross-functional support teams on a broad range of critical activities to ensure a seamless and high-quality client experience.
Responsibilities
- Troubleshoot and resolve client issues efficiently using internal tools, knowledge bases, and financial data knowledge to identify root causes
- Accurately log, track, and manage all client interactions and case details within the CRM system (Salesforce)
- Identify and escalate complex, high-impact, or systemic issues to appropriate internal teams, ensuring timely follow-up and clear client communication
- Support first-contact resolution goals while maintaining high standards of client service and satisfaction
- Analyze data to validate issues, identify discrepancies, and support resolution efforts
- Partner with cross-functional teams to drive issue resolution and improve client outcomes
- Contribute to updating documentation, workflow mapping, and continuous improvement initiatives across client support and data operations
- Assist in data validation, reconciliation, and quality assurance efforts to ensure accuracy and reliability of financial datasets
Preferred Knowledge and Experience
Bachelor’s degree in Business, Finance, Information Technology, or a related field
2+ years of experience in client support, data operations, or financial services preferred
Exceptional written and verbal communication skills in English with the ability to clearly convey technical and non-technical information to diverse audiences
Strong organizational and time management skills with the ability to prioritize competing tasks and meet deadlines in a fast-paced environment
Proven ability to collaborate across teams and adapt quickly in a dynamic, global environment
Strong analytical and problem-solving capabilities, particularly in diagnosing data and system-related issues
Experience working with CRM or ticketing systems (e.g., Salesforce, ServiceNow)
Client-focused mindset with a proactive, detail-oriented approach to issue resolution
Proficiency in Microsoft Office Suite, with advanced skills in Excel (data analysis, pivot tables, lookups, etc.)
Demonstrate strong familiarity with financial markets and data terminology, including fixed income, equities, derivatives, and market data concepts; effectively interpret and support instrument-level data in a client-facing environment
Demonstrate proficiency with AI tools and workflows beyond basic productivity use, including applying AI to automate processes, analyze data, and develop practical business solutions
About Intercontinental Exchange
Global operator of financial exchanges, clearing houses, and mortgage technology.
Visit company websiteJobs and hiring trendsApply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Intercontinental Exchange
Senior Billing Analyst
London, GBR
Intercontinental Exchange is seeking a Senior Billing Analyst to review billing output, issue invoices and credit notes, and support financial reconciliations and controls. Candidates need billing or invoicing experience
Specialist, Product Operations, Index
London, GBR
ICE is looking for an index operations specialist to calculate and distribute intraday and end-of-day index values and ETF iNAVs. The role also supports clients, product launches, quality controls and process improvement
Senior Billing Analyst
London, GBR
Specialist, Product Operations, Index
London, GBR
Senior Auditor
London, GBR
Analyst, Index Operations
London, GBR
Manager, Internal Audit
London, GBR
Manager, Delivery, DDS Operations
Pune, IND
Solution Sales Executive
, USA
Quality Control Auditor, Compliance
, USA