Client Support Services Analyst

Analyst Client Support Services

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.

Role Responsibilities :

As a Analyst Client Support Services, your focus will be working on client facing activities. Besides working closely with your colleagues in India, you will also work closely with Nasdaq teams in other countries.

• Monitor and analyze support KPIs such as SLA adherence, first response time, resolution time, backlog and ticket volume trends!
• Identify patterns in customer issues, escalations, and repeat contacts and flag root-cause insights.
• Review end-to-end customer support workflows to identify inefficiencies, bottlenecks, or quality gaps!
• Document and standardized processes.

We expect you to have:

• Experience Level (1-2yrs)
• Primary Skills : ServiceNow
• Soft Skills : Communication, Presentation
• Education Qualification : B tech or any relevant computers degree

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  

It would be great if you have (Preferred Qualifications)

• Good Powerpoint knowledge
• Good Excel Knowledge
• Good communication skills.

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.

Experience Level

Mid Level