Senior Customer Support/Operations Specialist

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.

Division Overview
Customer Success contributes to our efforts to enhance and transform the Calypso customer experience via a client-centric approach (building and maintaining relationships, proactively identifying potential crises that may be detrimental to the user experience, meeting and exceeding client expectations). Thus, helping to differentiate Calypso and contributing to the growth of our business. Customer Success is composed of several organizations (Customer Delivery, Cloud Services, Calypso Learning Services, Customer Support and Customer Success Management) that manage the customer’s journey at Calypso, all of which are aligned to this common goal: providing the best customer experience via world-class service for our growing customer base.

Team and Role Overview

We are seeking a Front Office Business Analyst for a customer facing role, to join the growing Product Support team in India. The team is charged with providing domain expertise for clients across the globe. This is a tremendous opportunity to develop business, product and technical skills. The position affords an outstanding opportunity to demonstrate existing technical expertise and develop/improve domain knowledge and develop a Front-To-Back, Cross Asset view of the Financial Markets. 

Responsibilities

• Provide expert Level 2 support to our customers by addressing and resolving reported issues related to product faults, configuration/setup, user issues and general maintenance/patch management of Calypso product, including replication and analysis of issues in mirrored Calypso support environment.

• Work directly with case creators (customers, partners, and Customer Delivery team) and provide them with advice on the use and configuration of Calypso product.
• Collaborate closely with partners, and internal groups, including engineering, quality assurance, product management, and customer delivery team.
• Manage issues and timeline of development work, and keep customers advised on progress.
  • Conduct periodical meetings with clients to engage with them on an ongoing basis and to keep them updated on various developments concerning them while making an effort to identify any concerns, if they have.
  • Validate and test all resolutions prior to customer delivery and follow up to ensure customer happiness.
  • Use front office tools, remote access tools etc. as needed to support customer’s use of products and validate issues, detailing issues in bug reporting, creation of knowledge-based articles for issues resolved with configuration / set-up advise.
• Maintain domain experts in one or more asset classes/Calypso module and associate market trends.
• Participate in the generation of new tools and processes to improve customer happiness or product support effectiveness and efficiency.
• Participate in training scheduled with Product Management and other product support BAs covering new functionality in future releases.

Requirements

• Bachelors or master’s degree in business / Finance field or equivalent.
• You will have outstanding interpersonal skills and be customer focused at heart.
• A solid grasp of financial products in general with specific focus on any two or more asset classes viz. FX, Fixed Income, Equity, MM, and derivatives market etc. and understanding about financial market data (Quotes, Yield Curves, FX Curves, Volatility Surfaces) is must.
• At least 3 years relevant, working experience within the banking/financial industry.
• You will be client driven, can work within a team environment, and be passionate about providing a high quality of service.
• Solid ability to map conceptual financial and business elements to practical system capabilities.  Should be able to translate business requirements into actual system configuration.
• Solve proficiencies and multi-tasking skills are a must.
• If you have exposure to financial risk management, model validation and different approaches to calculation of risk is an advantage.
• Technical self-sufficiency, especially in SQL, Java, JBoss is also an advantage.

• Education Required:  Bachelor's degree required, comparable experience may be substituted
• Experience Required:  At least 6 years

Does it sound like you? What happens now? 

As the selection process is ongoing, please submit your application in English as soon as possible. We will get back to you in 2-3 weeks.

What will it be like working here?   

Nasdaq is a vibrant and entrepreneurial company where everyone is encouraged to take initiative, challenge 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. We are a Hybrid-first environment that embraces work-life balance and fosters well-being.  

What do we offer you?   

• Annual monetary bonus.
• An opportunity to become a Nasdaq shareholder  
• Employee Stock Purchase Program Nasdaq stocks with a discount  
• Health Insurance Program
• Flexible working schedule and hybrid way of work  
• Flex day program (up to 6 paid days off a year) in addition to standard vacations and holidays  
• Internal mentorship program – get a mentor or become one  
• Wide selection of online learning resources, e.g., Udemy  

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.

Nasdaq is a leading global provider of trading, clearing, exchange technology, listing, information, and public company services. As the creator of the world's first electronic stock market, its technology powers more than 100 marketplaces in 50 countries. Nasdaq is home to over 4,000 total listings with a market value of approximately $12 trillion.

To learn more, about our business visit business.nasdaq.com. Check out more about our Life at Nasdaq.

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.