Senior Product Support Specialist - Front Office

Senior Product Support- Front Office

Why Nasdaq

When you work at Nasdaq, you’re working for more open and transparent markets so that more people can access opportunities. Here, you will work for a global tech leader committed to breaking down barriers to inclusive prosperity.

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.

Team and Role Overview

We are seeking a Front Office Support for a customer facing role, to join the growing Product Support team in India. 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

• Lead lifecycle of customer reported defects - including replicating the defect on local environments, providing test-cases, reporting to internal stack-holders including R&D, investigate potential workarounds, discuss possible fixes with engineering, perform QA on the fix and schedule deliver of the fix to customer.
• Work directly with customers and provide them with advice on the use and configuration of Calypso products
• Collaborate closely with partners, and internal groups, including Engineering, Quality assurance, Product Management and Customer Success teams.
• This position affords an outstanding opportunity to enhance existing capital market knowledge including front-to back cross asset view of capital markets.
• Advocate for product feature enhancements
• Environment management : Create, configure, upgrade and maintain client replication environment in the Nasdaq support lab
• Provide known resolutions and / or advice to customers.
• Participate in the creation of new tools or new processes to improve customer satisfaction, or improve product support effectiveness/ efficiency

What we Expect:

• University degree in Business / Finance / Mathematics or related field or equivalent experience
• Relevant experience of support / implementation of software for capital markets / QA role for IT/Finance system for minimum 3+ years
• Knowledge / experience of Capital Market products, pricing and valuation, FX, FXD, IRD, Bond, Liquidity / Treasury modules, Position management
• Excellent language skills in written and spoken English
• Experience in any of theses: Jira, system installation, analyzing logs, Excel features and formulas, SQL
• Must be able to work with minimal direction, be a fast learner, self - motivated, great teammate, and collaborator
• Experience working directly with client

• 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.

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

Senior Level