Client Support Services Specialist
About The Position
The Ocean Operations team is responsible for the analysis and support of all trading and technical related inquiries for Nasdaq Eqlipse Trading and related products. Members of the Ocean Operations team will be responsible for providing efficient and high quality client services to our North American Markets customers. Responsible for continuing development and improvement of the client services with the overall objective of driving efficiency and increasing service quality. This position is responsible for both trading and technical support. Carry out the day-to-day operations of the Ocean Operations groups, handling all trading and technical inquiries from internal and external customers. Oversee technical support and user management for all ancillary products such as our frontend UIs Manage communications during major crisis situations and incident resolutions Manage the communication process during major outages in order to ensure the best outcome for our customers. Ensure timely response and resolution of escalated customer issues within ticketing and phone support systems Design and implement process and procedural changes to improve the efficiency and self-sufficiency of the Ocean Operations team. Drive new ideas and initiatives that add value for customers and the department. Manage and improve the client certification and testing process to ensure proper adoption by our customer base. Manage and own the customer relationship as it pertains to support and operational issues.
Requirements
- B.S. in Business, Computer Science, Information Systems, a related discipline, or equivalent work experience
- 5+ years
- Familiarity with FIX and other trading protocols
- Knowledge of Equities market structure
- Bachelor's degree required, comparable experience may be substituted
- At least 3 years
Nice To Haves
- Understanding of Nasdaq systems a plus
Responsibilities
- Handling all trading and technical inquiries from internal and external customers
- Oversee technical support and user management for all ancillary products such as our frontend UIs
- Manage communications during major crisis situations and incident resolutions
- Manage the communication process during major outages in order to ensure the best outcome for our customers
- Ensure timely response and resolution of escalated customer issues within ticketing and phone support systems
- Design and implement process and procedural changes to improve the efficiency and self-sufficiency of the Ocean Operations team
- Drive new ideas and initiatives that add value for customers and the department
- Manage and improve the client certification and testing process to ensure proper adoption by our customer base
- Manage and own the customer relationship as it pertains to support and operational issues
Benefits
- 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
- Comprehensive medical, dental and vision coverage
- Health spending account with employer contribution
- Paid flex days to support mental wellbeing
- Gym membership discounts
- Hybrid home/office schedule (for most positions)
- Paid parental leave
- Fertility benefits
- Paid bereavement leave
- Company gift matching program
- Employee resource groups
- Paid volunteer days
- Education Assistance Program
- Robust job skills training and Professional development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1,001-5,000 employees
