Client Support Specialist

Job Description

Job Purpose

This group is responsible for the management, provisioning, reporting, and overall billing changes of clients. This includes user setup and support, entitlements, and reporting in a timely and professional manner for both internal and external partners.

• To provide a value-add service across ICE Data Services’ multiple business lines.
• To establish a proactive, forward-facing, service-oriented group with a clear understanding of the value of the corporate strategic assets (“the data”) of which we are, in effect, the custodians.
• To implement a series of clearly defined best practices across all business and product lines to support our global business in a timely, efficient, and compliant way.
• The Delivery discipline’s mandate is to provide a first-class service to provision, report, and remit entitlements and accesses on behalf of our clients in compliance with our source obligations.
  
  

The Specialist is responsible for producing timely and accurate entitlements for internal and external clients; ensuring invoices are processed efficiently for prompt payment; managing various projects and source-mandated change management processes; and assisting in the addition and maintenance of user entitlements, access trends, and other meaningful data aggregation to support business decision-making. The Specialist is also responsible for overseeing billing operations and ensuring that all billing activities are accurate, timely, and aligned with client agreements.

Responsibilities

• Provide a quick turnaround to customer new access and change requests.
• Complete internal employee access requests accurately and efficiently.
• Deliver back-office support and effectively communicate with customers to resolve queries.
• Process various usage reports to implement appropriate billing.
• Ensure accurate billing is performed and discrepancies are identified and resolved promptly.
• Monitor and validate billing data to ensure consistency with client entitlements and usage.
• Produce or review operational reports, document and update internal procedures, and assist with special projects as needed.
• Collaborate closely with team members, cross-functional teams, and stakeholders across multiple geographical regions.
  
  

Knowledge And Experience

• Bachelor’s Degree or equivalent combination of education and experience.
• 2+ years of experience in a customer support or client-facing role is desirable.
• Ability to interact professionally with external clients and internal business units.
• Excellent written and verbal communication skills in English are essential.
• Strong customer-facing communication and interpersonal skills.
• Exposure to financial trading environments, customer service, or market data is a plus.
• Proactive approach to learning, problem identification, and resolution.
• Self-directed with the ability to work independently and within a team.
• Proficiency in Microsoft operating systems and Microsoft Office applications.
• Flexibility to work varying shifts as required.

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