FinTech Client Support Analyst (Regular Shift)

As a Client Support Services Analyst, you will deliver exceptional client support and drive process improvements within the IT support field. Your role involves supporting cloud-based IT products for financial institutions, managing critical incidents, and ensuring smooth deployments through Release Management. You will also lead continuous improvement initiatives, create knowledge articles, and mentor junior team members to foster professional growth and enhance service quality.

Must Have

• Deliver support for cloud-based IT products used by financial institutions.
• Manage critical incidents and keep clients informed until issues are resolved.
• Follow the established Release Management process.
• Drive continuous improvement initiatives to enhance service quality and operational efficiency.
• Create and maintain internal knowledge articles.
• Bachelor’s degree in Finance, Economics, or Banking (or equivalent experience).
• Several years of experience in client support.
• Proficiency in English (written and spoken).

Good to Have

• Familiarity with the investment industry or financial services.
• Experience in incident management and release processes.
• Ability to leverage AI tools for workflow optimization.

Perks & Benefits

• Annual bonus
• Annual equity grant
• Employee Stock Purchase Plan offering discounted company shares
• Pension plan with Nasdaq contribution
• 6 additional days off per year
• Extra vacation time based on tenure
• Work from (almost) anywhere – up to 20 days/year
• Paid time off to volunteer
• Health insurance
• Free gym, yoga & pilates classes and discounted in-office massages
• 24/7 mental health support for you and your family
• Global mentoring program
• Unlimited access to e-learning platforms
• Hybrid work setup
• Modern and comfortable work environment with fresh fruit, snacks and weekly fika breaks

As a Client Support Services Analyst reporting to the Client Support Services Manager, you will play a critical role in delivering exceptional client support and driving process improvements within the IT support field.

Regular work shift: 9 AM - 6 PM EET/EEST

Key Responsibilities

• Deliver support for cloud-based IT products used by financial institutions.
• Manage critical incidents and keep clients informed until issues are resolved.
• Follow the established Release Management process to ensure smooth deployments and timely client updates.
• Drive continuous improvement initiatives to enhance service quality and operational efficiency.
• Create and maintain internal knowledge articles while providing guidance and support to junior team members to foster professional growth.

Required Qualifications

• Bachelor’s degree in Finance, Economics, or Banking (or equivalent experience may be considered).
• Several years of experience in client support.
• Excellent communication and collaboration skills.
• Proficiency in English (written and spoken).

Preferred Qualifications

• Familiarity with the investment industry or financial services.
• Experience in incident management and release processes.
• Ability to leverage AI tools for workflow optimization.

This position is based in Vilnius and offers a hybrid work environment (at least 3 days per week in-office), providing flexibility and accessibility for qualified candidates

Benefits & Rewards

We offer a competitive, holistic rewards package that supports the well-being of our employees and their families. The base pay range for this role is 2250 - 2650 Eur Gross. Actual compensation may vary based on factors such as skills, experience, education, training, and market location. In addition to base pay, Nasdaq offers a short-term incentive (bonus/commission) and long-term incentive (equity), where applicable.

• Annual bonus.
• Annual equity grant.
• Employee Stock Purchase Plan offering discounted company shares.
• Pension plan with Nasdaq contribution.
• 6 additional days off per year.
• Extra vacation time based on tenure.
• Work from (almost) anywhere – up to 20 days/year.
• Paid time off to volunteer.
• Health insurance.
• Free gym, yoga & pilates classes and discounted in-office massages.
• 24/7 mental health support for you and your family.
• Global mentoring program.
• Unlimited access to e-learning platforms.
• Hybrid work setup.
• Modern and comfortable work environment with fresh fruit, snacks and weekly fika breaks.

For more information, visit Nasdaq Benefits & Rewards Career Page.

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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