Specialist - Client Support Services
Job Summary
Job Description
This Specialist role involves providing excellent customer service related to billing, service requests, sales, and other inquiries. Key responsibilities include addressing customer claims and complaints, informing customers about new releases, and ensuring good customer relations. The role requires monitoring client issues, escalating issues, and following procedures for software operations. Candidates must have strong problem-solving skills, attention to detail, and excellent communication abilities. The role demands a team player with the ability to meet deadlines. The ideal candidate will also proactively inform and educate customers through organization-wide initiatives, and implement improvement plans based on customer feedback.
Must have:
- 8 years of experience in Technical Support or QA.
- Configure and troubleshoot Database/DBMS.
- Understanding of TLS/SSL protocol and generating certificates.
- Work with minimal supervision, be a fast learner, and self-motivated.
- Excellent communication skills and ability to work in a team.
- Highly organized and methodical approach.
- Result- and customer-focused.
- Proficiency in English C1-C2 (CEFR), both written and verbal.
Good to have:
- Basic knowledge of Java/Python or other OOP languages.
- LDAP & SAML/SSO configuring and troubleshooting.
- Experience with AWS and/or other Cloud Providers.
- Experience with XML/JSON processing.
- Experience with REST API.
- Experience with using and troubleshooting CRM/ERP systems.
- Understanding of regulatory reporting aspects and process.
- Previous finance industry experience.
- Experience with FinTech/Cloud services.
- Oracle/PostgreSQL/Microsoft SQL Server/MySQL or other DBMS: ability to create, analyze and modify SQL queries
- Linux and Windows Server OS troubleshooting.
- Web Applications troubleshooting.
- Bash/PowerShell/vbs/.bat: ability to read, modify and troubleshoot scripts.
- Configuring and troubleshooting of Java-based applications.
- Configuring and troubleshooting of Web Servers/Proxy Servers/Load Balancers
15 skills required
Job Details
Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Provides customer services relating to sales, sales promotions, installations and communications. Ensures that good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively, and in accordance with the consumer laws. Develops organization-wide initiatives to proactively inform and educate customers. Develops improvement plans in response to customer surveys.
- Under direct supervision, performs customer support inquiries, service requests, system failures and capacity issues; escalates issues to development team or platform support team.
- Follows procedures for start-up and shutdown of Controller View software, recovery procedures, scheduling and backups.
- Under direct supervision, monitors issues with clients, exchanges, and internal teams.
- Under direct supervision, distributes information to customers regarding new releases or product updates or changes.
- Constantly improving personal knowledge of AxiomSL products passing the required certifications
- Minimum 8 years of experience in Technical Support, System Administration, QA or Software Development.
- Configuring and troubleshooting Database/DBMS; analyzing and improving SQL queries performance.
- Understanding of TLS/SSL protocol, experience with generating certificates.
- Ability to work with minimal supervision, be a fast learner, self-motivated, great teammate and collaborator with strong problem-solving skills.
- Attention to detail and accuracy is essential.
- Excellent 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- focused.
- Proficiency in English C1-C2 (CEFR), both written and verbal.
- Basic knowledge of Java/Python and/or any other OOP programming languages.
- LDAP & SAML/SSO configuring and troubleshooting.
- Experience with AWS and/or other Cloud Providers.
- Experience with XML/JSON processing.
- Experience with REST API.
- Experience with using and troubleshooting CRM/ERP-like or any Business reporting applications systems.
- Understanding the regulatory reporting concept, aspects and process, knowledge of regulatory requirements to banks and financial institutions, its standards, preferably including experience in Capital and Liquidity reporting (for instance, COREP) and Shareholder regulatory disclosure.
- Previous finance industry experience, familiarity with main Financial Statements; understanding of key financial products and their main characteristics (i.e. equity products, preference shares, derivatives, convertibles, bonds, etc.).
- Preferably experience with FinTech/Cloud services.
- Oracle/PostgreSQL/Microsoft SQL Server/MySQL or any other DBMS: ability to create, analyze and modify SQL queries
- Linux and Windows Server OS troubleshooting.
- Web Applications troubleshooting.
- Bash/PowerShell/vbs/.bat: ability to read, modify and troubleshoot scripts.
- Configuring and troubleshooting of Java-based applications.
- Configuring and troubleshooting of Web Servers/Proxy Servers/Load Balancers (Apache Tomcat, IBM WebSphere, Nginx, F5, etc).
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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About The Company
At Nasdaq, our purpose is to advance economic progress for all. We power stronger economies, create more equitable opportunities, and contribute to a more sustainable world to help our communities, clients, employees, and people of all backgrounds reach their full potential.
Meet the #NasdaqFam and learn about our purpose, culture and careers here: https://www.nasdaq.com/about/careers
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