Senior Client Support Specialist

Job Description Job Purpose 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 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 At least 2 years of experience within a client facing team in ICE with a proven internal track record of strong performance. Bachelor s or equivalent university degree is preferable. Excellent verbal and written English language skills. Excellent time-management and organizations skills Experience in a similar support or client-facing role (an advantage) Strong analytical and problem-solving skills with attention to detail and follow-up Ability to interact with external clients, as well as internal business units. Working knowledge of Sales Force, Service Now, MS Office, FTP (an advantage.) Applicants should have not less than 6 years client facing experience with a proven track record of strong performance. Schedule The working hours will be European hours 14:00 to 23:00 5 days per week Monday to Friday. This role offers work from home flexibility of up to 1 day per week.