Level 2 Investor Relations Product Specialist

Why Nasdaq

When you work at Nasdaq, you are 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 as well. 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.

At Nasdaq 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.

What we offer

Nasdaq Corporate Platforms provides our clients with solutions to help them manage and master the two-way flow of information to reach shareholders, customers, employees, regulators, or the media to inform, inspire, and influence the audiences critical to their success. We provide an unmatched suite of advanced technology, analytics, and consultative services across investor relations & corporate governance.

As an Investor Relations Level 2 Product Specialist, you will serve as a subject matter expert for Nasdaq’s desktop and mobile based Investor Relations workflow products. You will provide reactive and proactive customer support via Salesforce, JIRA, email, and phone.  You will organize and attend trouble-shooting client calls, assist in testing product enhancements and defect resolution during Product Release cycles, and serve as a conduit between Level 1 support, product delivery, and development. Moreover, you will respond to a wide variety of inquiries, including, but not limited to, financial data questions, product functionality, technical questions, and industry best practices.

In return, you will receive a competitive salary package, HMO for you and your dependents, annual bonus consideration, employee stock purchase plan opportunity, retirement plan savings, education reimbursement options, paid vacation and sick leave, subscription to eLearning platforms, fitness access, wellness platforms, and more.

Your roles and responsibilities

• Provides experienced 2nd level of support with respect to the delivery of contracted services (IR Insight Desktop, Excel Add-In, Advisory products, etc.) to clients to ensure that SLAs (service level agreements) and KPIs (key performance indicators) as defined in the relevant contracts are met or exceeded.

• Ensures that Nasdaq operational teams and external vendors have a clear understanding of client requirements/expectations throughout the client escalation and resolution process.

• Builds and maintains strong internal client relationships and provides day-to-day client advice and support to the Level 1 client success staff.

• Promotes the Corporate Solution product capabilities to clients via Level 1, while identifying sales opportunities and risks to be forwarded to the account managers in order to help sustain budgeted levels of Annual Recurring Revenue.

• Provides support to a wide range of client queries via Salesforce, JIRA, email, and phone.

• Works closely with a team of Product Delivery Leads, Client Success Account Managers, and Product Developers to provide outstanding customer service for a global client base.

• Troubleshoots and facilitates the resolution of technical, functional, and data issues and inquiries.

• Acquires and maintains a strong working knowledge of the Investor Relations industry while keeping apprised of its regulations and updates.

• From a business and system requirement perspective, responsible for providing inputs as needed, while being available to support production deployments and test changes to product during product release cycles when required.

• Responds to unresolved production support issues and participates in analysis and resolution on behalf of the business.

• Helps coordinate internal user training on systems/new enhancements as well as post-defect resolution and responds to more complex user queries regarding product logic and functionality.

Job Level Descriptors:

Complexity
• Breadth of knowledge and capabilities within own discipline and a basic knowledge of other disciplines
• Good understanding of how own area integrates with broader BU/Expert function
• Resolves problems by identifying and selecting solutions, guided by precedents
• Communicates complex information concisely and diplomatically

Scope
• Does not require instruction on day-to-day work, needs only general instructions on new assignments
• The majority of their work has a significant impact on the deliverables of the wider team in terms of shared objectives
• May train/mentor more junior colleagues

Risk
• Manages risks of quality and timeliness, with potential cost impact

We expect you to have 

• BS/BA degree in Business or Finance, or at least 3 years of experience in client facing service roles such as customer support of PC hardware, software or web-based information tools and systems, preferably related to the financial markets.

• Willingness to work within US EST business hours (night shift) and twice a week in our office in Bonifacio Global City, Taguig.

• Must have strong written AND oral communication skills and the ability to clearly communicate issue statuses and next steps

• Positive attitude and deep customer service orientation - fundamentals include being friendly and engaging, professional, reliable, responsive, organized, and proactive.

• Strong problem solving and client engagement skills, including the ability to build and manage client relationships.

• Superior attention to detail while managing multiple concurrent tasks.

• Familiarity with basic network access tools/systems and PC operating systems

• Understanding of Financial Markets

• Excellent presentation and remote training skills, experience using Zoom is a plus.

Does It Sound Like You?

Please follow through by clicking the “Apply” link and submitting your application. If your skills and experience are a match, we will be in touch soon. In the meantime, please visit our website and social media channels to learn more about our innovative business, inclusive culture and discover why Nasdaq Manila is Great Place To Work certified!

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.