Client Services Senior Analyst

Customer Support Specialist

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.

Under general supervision, performs customer support of billing inquiries, service requests, sales support, system failures and capacity issues; troubleshoots diagnoses and resolves moderately complex escalated issues, working with the development team or sales team as necessary.

Under general supervision follows / analyses procedures for start-up and shutdown of internal customer support systems, recovery procedures, scheduling and backups.

Under general supervision monitors issues with clients, exchanges, internal customers.

Distributes information to customers / clients regarding new products or product updates or changes.

Under general supervision follows standard procedures, administers and maintains client / customer data systems.

Education Required : Bachelor's degree required, comparable experience may be substituted

Experience Required : At least 3 years

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.

What We Offer

We're proud to offer a competitive rewards package that is meaningful, recognizes the unique needs of our employees and their families and incentivizes employees for their contribution to Nasdaq's overall success.

The base pay range for this role is $60,000 - $107,000. In addition to base salary, Nasdaq provides a generous annual bonus / commission (short-term incentive), and equity (long-term incentive), comprehensive benefits, and opportunity for growth. Exact compensation may vary based on several job-related factors that are unique to each candidate, including but not limited to : skill set, experience, education / training, business needs and market demands.

Nasdaq's programs and rewards are intended to allow our employees to :

• Secure Wealth : 401(k) program with 6% employer match, Employee Stock Purchase Program with 15% discount, Student loan repayment program up to $10k, Company paid life and disability plans, Generous paid time off
• Prioritize Health : Comprehensive medical, dental and vision coverage, Health spending account with employer contribution, Paid flex days to support mental wellbeing, Gym membership discounts
• Care for Family : Hybrid home / office schedule (for most positions), Paid parental leave, Fertility benefits, Paid bereavement leave
• Connect with Community : Company gift matching program, Employee resource groups, Paid volunteer days
• Grow Career : Education Assistance Program, Robust job skills training and Professional development opportunities

For more information, visit Nasdaq Benefits & Rewards Career page.