Esta es una vacante externa, deberás completar el proceso en el sitio de la empresa.
Descripción
Why Nasdaq
When you work at Nasdaq, you're working for more open and transparent markets so that more people can access opportunities. Connections can be made, jobs can be created, and communities can thrive. We want all our employees to have access to opportunity, too. That means planning for career growth, ensuring you have the tools you need, and promoting an inclusive culture where we're all valued for our unique perspective.
Here, you will work for a global tech leader committed to breaking down barriers to inclusive prosperity. We see technology as a means to free people up to work together more productively and effectively by centralizing data, analytics, and market intelligence.
Here, we're committed to building a more diverse and inclusive workforce. Not only is it our responsibility to do better, but we also need representative voices to power the fresh thinking that is vital for our business and our clients.
Our support team is the first line support for our clients, playing a key role in acknowledging, understanding and investigating any issues that may arise with regards to our solutions or the AxiomSL platform. This role will require daily interaction with clients through our Case Management system, email or interactive calls/meetings with the sole aim of resolving any issues as efficiently and quickly as possible. The role while part of the support team will include taking sole responsibility for many aspects of this process and working as part of a team to ensure that each issue is treated with the care and attention required. Other aspects of the role will include the internal development of processes, documentation and management of the internal infrastructure. The successful candidate will be expected to take responsibility and ownership of some of these operations. We are looking for someone who wants to take their career to the next level and help to develop both themselves and the company as we continue to grow. There are several internal opportunities to move on to other parts of the business as the successful candidate progresses within the role.
Key Responsibilities
Provide expert-level functional support efficiently resolving Axiom product issues via Case Management System, phone or zoom including replication and analysis of issues in mirrored AxiomSL support environment
Client issues investigation and resolution: reproduction of suspected bugs related to the delivered solutions and providing relevant workarounds to clients or updating the development team with comprehensive information related to the detected bugs if a permanent solution is required
Main point of contact for client issue investigation and resolution. To work closely with Customer Success Manager, Product and Customer Delivery teams to share customer insights that highlight areas of focus
Follow-up and provide updates to clients on outstanding issues. Manage and communicate progress on raised issues which require product or development input ensuring timely delivery of solutions to meet client expectations
Partner concern to Senior Business Analyst where required to resolve issues
Generation of MI reports using Case Management System, Confluence and Excel tools
Maintain domain expertise in one or more AxiomSL products
Lead on-site/remote client support sessions
Requirements
3-5 years of first line support experience
Experience of working on IT applications/systems preferably Business reporting applications
Business reporting concepts
Ability to work with minimal supervision, be a fast learner, self-motivated, team player and collaborator with strong problem-solving skills
Attention to detail and accuracy is essential
Previous finance industry experience
An understanding of key financial products and their main characteristics
Strong communication skills and ability to work with a team in a dynamic environment and to deadlines
Highly organised and methodical approach
Self-motivated attitude
Result- and customer-oriented
Desired Skills
Bachelors in Finance, Mathematics, economic, Computer science or equivalent field
Oracle, Microsoft SQL Server knowledge/practical experience
Microsoft Excel experience (V- Look up, H- Look up)
Multi-tier support process experience
Business analysis experience within the finance sector
Knowledge in Shareholding monitoring and reporting area and related concepts.
Understanding aspects of regulatory reporting processes
European language skills (but not essential)
Key Personal Attributes:
Customer service focus
Excellent communication and inter-personal skills
Energetic
Pro-active attitude
Team Player
Keen to develop and take responsibilities
Come as You Are
Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.