Product Support Specialist

Intercontinental Exchange, Inc. Bedford, TX
JOB DESCRIPTION

Job Purpose

The Product Support Specialist will be responsible for providing support to ICE Data Service's Bulk Product accounts. This individual is expected to be a content and technical expert and will have a very good understanding of customer use cases and the business in general. This is an ideal position for someone interested in working with and learning about the technical side of financial markets, including domestic and international equity, fixed income and alternate investments. The Product Support Specialist will work closely with Sales, Product Management and Development groups within ICE Data Services. Along with providing secondary level support, this role will be responsible for monitoring production and contacting clients during production related issues. The ideal candidate will be motivated and determined, and have excellent customer service skills.

Duties and Responsibilities

* Address and respond to all client inquiries professionally and with timely follow-up.

* Identify data quality issues and recommend 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.

* Identify and report client and internal trends.

* Act as a bridge between the business and Development and be able to translate the impact of technical changes to customers.

* Understand product documentation in order to support the delivery of 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.

* Contribute to project related inquiries (KYC Engagements, Client Metrics, and Scorecards etc.)

* Collaborate with Production Operation teams to relay information to colleagues and clients during production crisis/situations.

* Incident Management - Responsible for discussing Post Mortems with Supervisor and Manager to derive initial draft.

Knowledge and Experience

* Minimum of 2 years of industry experience

* Bachelor's Degree in Business, Computer Science or equivalent work experience is required.

* Excellent written and oral communication skills with proven ability to quickly absorb technical concepts and effectively communicate to non-technical audience.

* Solid organization and internal relationship management skills.

* Proficiency with Microsoft Excel and Word.

* Basic understanding of global financial markets.

* Excellent listening skills and the ability to relay information clearly and concisely.

* Enjoy and thrive working in a fast paced team oriented environment.

* Work flexible shifts between 7:00 AM and 22:00 PM to ensure proper coverage

* Proficiency with Service Now and/or JIRA is a plus

Core Competencies

Competencies are the skills and behaviors that are critical both to your personal performance and to ICE's continued success. The core competencies apply to every member of staff working for ICE.

Teamwork

* Offers time and/or assistance to colleagues; is widely regarded and respected as someone to go to for help

* Fosters friendly and cooperative relationships with others; colleagues enjoy working with the

* employee

* Shares knowledge and mentors staff; works to develop others' knowledge as well as own

* Gives and shares credit as appropriate

* Contributes to recruiting and training efforts of others, including candidate referrals, job interviews and mentoring

* Attends and participates in company and department level functions inside and outside of the office

Problem-Solving & Decision-Making

* Demonstrates an understanding of the urgent nature of our business and the need to proactively find and fix problems quickly and effectively takes ownership and follows through on decisions; doesn't minimize or forget about problems

* Determines and fixes root causes rather than just treating symptoms

* Applies novel techniques to solve problems that are more ambiguous; challenges long-held beliefs when necessary

* Quickly and effectively identifies alternative solutions and the pros/cons of each; confirms that a proposed solution has no unintended consequences

* Takes steps to mitigate risk

* Consults with colleagues and recommends solutions based on the best interests of customers and shareholders, even when the opinion is unpopular

Communication

* Actively listens and speaks to, not over, others

* Uses clear and constructive language orally and in writing

* Communicates important developments to the relevant and appropriate audiences in a timely and consistent manner

* Asks follow-up questions to ensure all points are understood

* Takes time to objectively listen to all viewpoints before forming an opinion

* Builds consensus among differing views

Professionalism & Integrity

* Makes a positive impression; represents the company well on the phone and in person, including maintaining attire and appearance that is consistent with company image and appropriate for employee's role

* Models a 'can-do' attitude and takes initiative as a self-starter; inspires and motivates others to do the same

* Embraces, rather than resists, additional responsibilities

* Refrains from office gossip; settles rather than creates conflict with and between others

* Exhibits desired work habits including regular office hours and extra hours when necessary while minimizing breaks and non-work related activities

* Adheres to all corporate policies; makes prudent use of company resources

LOCATION

MA: Bedford (32 Crosby Drive)

FULL TIME / PART TIME

Full time

Intercontinental ExchangeICE is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.

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