22 feb
Nasdaq
Xico
Senior Analyst - Client Support, AxiomSL, FinTechApply locations Mexico - Colonia Juarez - Mexico time type Full time posted on Posted 2 Days Ago job requisition id R0019485Why NasdaqWhen 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.Role OverviewOur 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 successful candidate will be expected to take responsibility and ownership of some of these operations.Key ResponsibilitiesProvide 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 environmentClient 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 requiredMain point of contact for client issue investigation and resolution.
To work closely with Customer Success Manager, Product and Customer Delivery teams to share customer insights that highlight areas of focusFollow-up and provide updates to clients on outstanding issues.
Manage and communicate progress on raised issues which require product or development input ensuring timely delivery of solutions to meet client expectationsPartner concern to Senior Business Analyst where required to resolve issuesGeneration of MI reports using Case Management System,
Confluence and Excel toolsMaintain domain expertise in one or more AxiomSL productsLead on-site/remote client support sessionsRequirements3-5 years of first line support experienceExperience of working on IT applications/systems preferably Business reporting applicationsBusiness reporting conceptsAbility to work with minimal supervision, be a fast learner, self-motivated, team player and collaborator with strong problem-solving skillsAttention to detail and accuracy is essentialPrevious finance industry experienceAn understanding of key financial products and their main characteristicsStrong communication skills and ability to work with a team in a dynamic environment and to deadlinesHighly organised and methodical approachSelf-motivated attitudeResult- and customer-orientedDesired SkillsBachelors in Finance, Mathematics, economic, Computer science or equivalent fieldOracle,
Microsoft SQL Server knowledge/practical experienceMicrosoft Excel experience (V- Look up, H- Look up)Multi-tier support process experienceBusiness analysis experience within the finance sectorKnowledge in Shareholding monitoring and reporting area and related concepts.Understanding aspects of regulatory reporting processesEuropean language skills (but not essential)Key Personal Attributes:Customer service focusExcellent communication and inter-personal skillsEnergeticPro-active attitudeTeam PlayerKeen to develop and take responsibilitiesCome as You AreNasdaq 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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