Join a team dedicated to excellence in client support! ICE, a global leader in financial and commodity markets, is looking for passionate individuals to become Client Support Specialists. If you have a knack for technical troubleshooting and a commitment to customer satisfaction, ICE has an exciting opportunity waiting for you in Pune, India.

About ICE :

ICE, or Intercontinental Exchange, is a prominent and globally recognized company in the financial and commodity markets industry. Founded in the year 2000, ICE has emerged as a leader in providing a wide range of technology, data, and trading services to diverse market participants around the world.

One of the key aspects that sets ICE apart is its focus on innovation and technological advancements within the financial sector. The company operates cutting-edge trading platforms and offers a comprehensive suite of services that cater to the needs of traders, investors, and institutions across various asset classes, including energy, commodities, interest rates, equities, and more.

ICE is renowned for its transparent and efficient marketplaces, where buyers and sellers can confidently participate in fair and regulated trading activities. The company’s commitment to integrity, security, and market integrity has earned it a reputation for trustworthiness among its global clientele.

Over the years, ICE has expanded its footprint by acquiring and integrating several well-known exchanges and data providers, solidifying its position as a major player in the financial industry. Its vast network of markets and clearinghouses, coupled with advanced technology solutions, has transformed the way financial markets operate and conduct business.

In summary, ICE is a dynamic and forward-thinking company that continues to shape the landscape of global financial markets. Its dedication to innovation, integrity, and responsible business practices has established ICE as a trusted partner for market participants worldwide.

Job Title: Client Support Specialist – Simplifile

Location: Pune, India

Job Description

Are you passionate about providing exceptional customer support? Do you have a knack for troubleshooting technical issues? If so, ICE have an exciting opportunity for you to join their team as a Client Support Specialist at Pune, Maharashtra, India .

At ICE, Client Support Specialists play a vital role in ensuring our customers have a seamless experience when using our products and services. As a Client Support Specialist, you will use your technical expertise and domain knowledge to assist customers with their inquiries, resolve technical problems, and deliver complete solutions in a timely manner.

Responsibilities

• Utilize your technical and domain expertise to assist customers in effectively using ICE software solutions.
• Resolve technical issues reported by customers promptly, aiming for a first-call resolution.
• Collaborate with internal teams and external partners to ensure customer satisfaction and achieve service level standards.
• Identify systemic customer-impacting problems and follow departmental procedures for resolution.
• Adhere to company and departmental guidelines for customer interactions and service excellence.
• Manage customer interactions and document details accurately in our case management system.
• Prioritize and manage your workload effectively to meet departmental standards.

Requirements

• 2 years of customer service or technical/ client support experience.
• Strong time management skills and the ability to meet team standards and expectations.
• Proficiency in diagnosing and troubleshooting software application problems.
• Excellent communication skills, both written and verbal, to effectively communicate with customers and deliver solutions confidently.
• Customer-focused mindset and the ability to build and maintain relationships.
• Good decision-making skills and the ability to prioritize work effectively.
• Willingness to learn and adapt to new technologies and technical skills.

Preferred Skills

• Basic understanding of business-to-business software applications in complex multi-user environments.
• Results-oriented with a track record of achieving goals.
• Ability to work effectively in uncertain or ambiguous situations and manage complexity.
• Critical thinking and problem-solving skills.

Work Schedule

This client support role offers the flexibility of up to 2 days of work from home per week.

If you are passionate about providing outstanding customer support and have the technical skills to excel in this role, ICE encourages you to apply today and become a valuable part of the ICE team!

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