Customer Support/Operations Specialist-1
1 week ago
Team and Role Overview Our 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.
The role while part of the support team will include taking sole responsibility for many aspects of this process and working as part of a team to ensure that each issue is treated with the care and attention required.
ResponsibilitiesProvide expert-level functional support efficiently resolving the product issues via Jira portal, phone, or zoom including replication and analysis of issues in a mirrored support environmentBe the main point of contact for client issue investigation and resolution.
To work closely with account management, product, and Professional Services teams to share customer insights that highlight areas of focusFollow-up and provide updates to clients on outstanding issues.
Lead and communicate progress on advanced issues that require product or development input ensuring timely delivery of solutions to meet client expectationsSolely responsible for client JIRA project management and attendance at client issue tracking meetingsPartner concern to Tier 2 support where required to resolve issues.
Generation of MI reports using JIRA, Confluence, and Excel toolsMaintain domain expertise in one or more of our productsLead on-site/remote client support sessionsSkills And RequirementsBachelor's in finance, Mathematics, Computer science or equivalent fieldGraduate with an analytical bachelor or 5-9 years of first-line support experienceExperience in working on IT applications/systems preferably Business reporting applicationsOracle, Microsoft SQL Server knowledge and practical experienceStrong mathematical and analytical background.
Good oral and written communication skills are essentialBusiness reporting conceptsAbility to work with minimal direction, be a fast learner, self-motivated, standout colleague, and collaborator with strong problem-solving skillsPrevious finance industry experienceExperience using JIRA for issue tracking, reporting using the JIRA platformEducation Required:
Bachelor's degree required, comparable experience may be substituted
Experience Required:
At least 5 yearsCome 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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