Customer Support/Operations Specialist

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.

What will you be doing?

• 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
• Primary point of contact for client issue investigation and resolution. To work collaboratively 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 brought up issues which require product or development input ensuring timely delivery of solutions to meet client expectations
• Generation of MI reports using Case Management System, Confluence and Excel tools
• Maintain subject matter expertise in one or more AxiomSL products
• Lead on-site/remote client support sessions

Who are we looking for?

• About 5-8 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, great teammate and collaborator with strong problem-solving skills
• Previous finance industry experience
• Accounting background/knowledge
• An understanding of key banking products - bonds, loans, guarantees, collateral, repos, reverse repos, derivatives
• Strong communication skills and ability to work with a team in a dynamic environment and to deadlines
• Highly organized and methodical approach
• Attention to detail and accuracy is essential
• Self-motivated attitude
• Result- and customer focused

Nice to have / Opportunity to learn:

• Bachelors in Finance, Mathematics, economic, Computer science or equivalent field
• Oracle, Microsoft SQL Server knowledge/practical experience
• Microsoft Excel experience
• Multi-tier support process experience
• Business analysis experience within the finance sector
• OO programming experience with experience of end to end development lifecycle
• CFA/FRM Certification
• Understanding aspects of regulatory reporting processes
• Knowledge of central bank statistical reporting (but not crucial)
• European language skills (but not essential)
• AxiomSL ControllerView knowledge (both CV9 and CV10)

What will it be like working here?

Nasdaq is a vibrant and entrepreneurial company where everyone is encouraged to take initiative, challenge the status quo and take intelligent risks. We want everyone to feel welcome and bring their authentic self to work. Every day, we are building a culture where we all feel connected, supported and empowered.

What do we offer you?

We recognize that our employees work tremendously hard; in exchange, we compensate well, offering, bonuses and equity grants and comprehensive health and wellness programs. We also provide our employees with the resources and opportunities they need to chart a career of achievement, growth and endless possibilities.

We also offer:

• Annual monetary bonus
• Vesting Nasdaq Restricted Stock Units (RSU) for all employees
• Employee Stock Purchase Program Nasdaq stocks with a discount
• Health Insurance program
• Additional paid leave days after 2 years of working at Nasdaq
• Flex day program (6 days a year)
• Internal mentorship program – get a mentor or become one
• Opportunities to grow horizontally or vertically in the organization
• Wide selection of online learning resources, e.g Udemy, O‘Reilly

What happens now?

This is a full-time permanent position located in India. The company allows the flexibility to work half a week on-site and remotely (Hybrid model). As the selection and interview process is ongoing, please submit your application in English as soon as possible.

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.

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