Senior Customer Support/Operations Analyst
About the job
- A bachelor's degree is required, although comparable experience may be substituted.
- At least six years of experience is required.
- Provide technical help to customers using ticketing platforms.
- Support clients who use the cloud platform and applications.
- Collaborate with the development team to assist clients with application enhancements and bug fixes.
- Work with the team to resolve issues while meeting service-level agreements.
- Work with teams that integrate with the application to resolve customer issues in a timely manner.
- Provide new and existing customers with service relating to billing inquiries, service requests, suggestions, and complaints.
- Provide customer services relating to sales, sales promotions, installations, and communications.
- Maintain good customer relations and resolve customer claims and complaints fairly, effectively, and in accordance with consumer laws.
- Develop organization-wide initiatives to proactively inform and educate customers.
- Develop improvement plans in response to customer surveys.
- Monitor customer systems using expertise and knowledge, under limited supervision.
- Support customers with billing inquiries, service requests, sales support, system failures, and capacity issues, under limited supervision.
- Troubleshoot, diagnose, and resolve complex or high-priority escalated issues, working with the development or sales team as necessary and under limited supervision.
- Solve problems and provide recommendations.
- Use best practices for startup and shutdown of internal customer support systems, recovery procedures, scheduling, and backups.
- Provide informal guidance to others to resolve issues with clients, exchanges, and internal customers.
- Recommend improvements to information provided to customers and clients regarding new products, product updates, or changes.
- Administer and maintain client and customer data systems under minimal guidance.
About the company
Nasdaq operates one of the world’s largest electronic stock exchanges and provides a suite of financial technology services for buying and selling securities, plus analytics like Nasdaq Smart Portfolio. Its products include an electronic trading platform that matches orders, subscription analytics, and data services, as well as listing services and non-financial marketplaces through InsurTech partners. It differentiates itself with a large, scalable exchange, extensive data analytics, a broad subscription-based product lineup, and a footprint in both traditional markets and digital marketplaces. Its goal is to provide efficient, transparent access to capital and investment opportunities worldwide while growing revenue from trading, listings, and data-driven services and advancing sustainable investing globally.
Company Size
5,001-10,000
Company Stage
IPO
Headquarters
New York City, New York
Founded
1971
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Simplify's Take
What believers are saying
- Second-quarter 2026 revenue hit $1.5 billion, while fintech revenue grew 16%.
- Verafin and Stablecore unify fiat and crypto monitoring, addressing a fast-growing $2.4 trillion market.
- Nasdaq launched 34 index products in Q2 2026, expanding annuities and international distribution.
What critics are saying
- SEC delisting fights like Shineco show Nasdaq carries constant regulatory and reputational risk.
- Kraken tokenization and blockchain settlement make Nasdaq dependent on crypto counterparties and execution by 2027.
- NYSE, Cboe, and ICE are racing into tokenized trading, commoditizing Nasdaq's infrastructure.
What makes Nasdaq unique
- Nasdaq fuses exchange rails, Verafin, Calypso, and eVestment into one capital-markets stack.
- September 2026 Kraken investment positions Nasdaq as bridge between tokenized and traditional equities.
- Nasdaq-100 licensing and index products create recurring revenue beyond volatile trading volumes.
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Benefits
Hybrid Work Options
Flexible Work Hours
Company News
Chevron, ServiceNow and Nasdaq finance chiefs say AI projects must prove their worth before getting funded. They spoke on a panel at the Fortune Most Powerful Women Summit in Santa Barbara on Tuesday. Chevron's chief financial officer, Eimear Bonner, said AI "has got to compete for capital" and cannot be "a science experiment." She wants a clear path to value and results that reach the bottom line. ServiceNow's Gina Mastantuno said CFOs must also weigh the cost of falling behind rivals. The company expects $500 million in savings this year, largely from using its own products. Nasdaq's Sarah Youngwood sorts investments by time horizon and tracks AI metrics such as coding speed, client retention and token costs.
US stock futures rose on Friday morning, led by technology contracts, after artificial intelligence stocks suffered their steepest decline since mid-August. Nasdaq-100 futures gained 0.75%, whilst S&P 500 futures added 0.38%. Thursday's sell-off followed OpenAI's disclosure that its annualised revenue stood at $50 billion as of late September, contrasting with a previously circulated $68 billion figure. The Nasdaq Composite shed more than 1% that day. Markets also received support from geopolitical developments. President Donald Trump pledged not to strike Iran before midterms. Oil prices retreated, with Brent crude trading at $102.67, down 1.54%. Analyst Adam Crisafulli cautioned that AI-linked stocks are unlikely to stage a sharp rebound, citing extreme positioning imbalances.
US stock markets closed mixed on Thursday as surging crude oil prices and falling semiconductor stocks weighed on investor sentiment. The Nasdaq dropped 1.25%, whilst the S&P 500 fell 0.47%. The Dow Jones posted a marginal 0.10% gain. Oil prices jumped over 3.6% following supply concerns from attacks on shipping in the Strait of Hormuz and reduced US output due to hurricanes. The rising prices have stoked inflation fears, with markets pricing in a 69.2% probability of a December interest rate hike. Chipmakers fell 3.4% after reports that OpenAI's revenues were $20 billion below previous guidance. Broadcom dropped 4.4% and Oracle declined 5.5% amid concerns about technology companies' debt issuance.
Digital Asset, the creator of the Canton Network and a leader in privacy-enabled blockchain technology for global financial markets, today announced a new strategic investment from BNY, iCapital, Nasdaq, and S&P Global
US stock index futures edged higher after markets closed on Thursday, with investors buoyed by cooling Treasury yields. The S&P 500 ended the day 0.2% higher, whilst the Nasdaq 100 rose 0.3% and the Dow Jones Industrial Average added 0.04%. Treasury yields reversed course during late-morning trading, with 10-year and 30-year yields sliding 5 and 3 basis points respectively. The 2-year Treasury yield dropped 10 basis points. Market attention now turns to Friday's September employment data, with consensus projections anticipating 84,000 payroll additions and an unchanged unemployment rate of 4.1%. Traders are pricing in a 72% probability that the Federal Reserve will hold borrowing costs steady in October.