Client Services Analyst

Responsible for providing efficient and high quality client services to financial institutions. Provides pre-sales and post-sales service to clients. Responsible for continuing development and improvement of the client services with the overall objective of shortening the client response time and increase service quality. This position is responsible for both technical and non-technical support.

• Research and respond to all trading and technical inquiries from both internal and external customers using various support tools.
• Provide assistance/training to customers in all facets of Nasdaq's Equities business including the use of all exchange services and ancillary products.
• Troubleshoot all client connectivity issues including firewall changes, access list modifications, and session configurations.
• Provide customer support for all technical issues related to the Nasdaq/FINRA Trade Reporting Facility (ACT).
• Provide client assistance on specific functionality for all new and existing Nasdaq protocols.
• Certify clients on new trading protocols and functionality before release into production.
• Assist in the Nasdaq IPO launch process.
• Manage major incidents by troubleshooting and communicating with internal and external clients.
• Create and manage various web products and provide training to clients in the use of those products.
• Troubleshoot client issues with the suite of Nasdaq and FINRA web products.
• Responsible for making regular process improvements in all facets of the group's daily duties.
• Drive new ideas and product initiatives within the department.
• Support user acceptance testing of new products and BCP protocols.

• Experience & Educational Requirements:
• Associates Degree with 2-4 years customer service experience**
• Bachelors Degree with 1-3 years customer service experience**
• Financial services experience a plus**
• Series 7 and 63 licenses or the ability to obtain them within six months of employment.
• Ability to handle multiple tasks during stressful situations.
• Ability to solve difficult problems with incomplete information.
• Must be able to adapt and learn new subject matter in short period of time.
• Must be self-motivated and extremely customer focused.
• Effective communication and presentation skills required.
• Knowledge of market structure a plus.
• Knowledge of FIX and other trading protocols a plus.
• Strong knowledge of Excel (macros a plus).
• Knowledge of programming languages (Python, SQL) a plus

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.