Senior Customer Support/Operations Analyst

Application Support

Provide technical help to customers using ticketing platforms.
Provide support for the clients who uses the platform/apps (Cloud)
Collaborate with Dev team for assisting the clients for application enhancement as well as bug fix.
Work actively along with the team for solving issues meeting SLAs.
Work alongside with different teams who have integration with the application to solve the customer issues in a timely manner.
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 limited supervision, uses expertise and knowledge to perform customer monitoring of systems.
• Under limited supervision performs customer support of billing inquiries, service requests, sales support, system failures and capacity issues.
• Under limited supervision troubleshoots, diagnoses and resolves complex or high priority escalated issues, working with the development team or sales team as necessary.
• Problem solves issues and provides recommendations.
• Utilizes best practices for start-up and shutdown of internal customer support systems, recovery procedures, scheduling and backups.
• Provides informal guidance to others to resolve issues with clients, exchanges, internal customers.
• Makes recommendations to improve information to customers/clients regarding new products or product updates or changes.
• Under minimal guidance administers and maintains client/customer data systems.

• Education Required:  Bachelor's degree required, comparable experience may be substituted
• Experience Required:  At least 6 years

​This position can be located in Mexico, and offers the opportunity for a hybrid work environment (at least 2 days a week in office, subject to change), providing flexibility and accessibility for qualified candidates.  

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.