Senior Analyst - Client Support

About Nasdaq

Nasdaq is a vibrant and entrepreneurial company where everyone is encouraged to take initiative, challenge the status quo, and take intelligent risks. We want everyone to feel welcome and bring their authentic self to work. Every day, we are building a culture where we all feel connected, supported, and empowered. We are a Hybrid-First work environment that embraces work-life balance and fosters well-being.

Division Overview

Nasdaq Fintech Division is an integral part of Nasdaq's growth and success. This division's mission is to continuously enhance the customer experience in how they consume the software and services, using a strategic customer-centric approach focused on driving customer adoption and retention. Thus, successfully differentiating us from our competition and contributing to the net growth of our business while offering excellent career development opportunities.

Team and Role overview

Nasdaq is seeking for Front Office Business Analyst to join our Customer Support team, focusing on customer interaction and support for our Capital Market Solutions Application (Calypso). Your role involves resolving product issues, advising on configuration, and assisting with upgrades. You'll collaborate with clients, partners, and internal teams like engineering and product management to enhance the Calypso Application. This position offers a unique opportunity to deepen your knowledge of capital markets in a global, client-focused financial technology environment, surrounded by a team of dynamic problem solvers.

What You will be doing?

• Efficiently resolve Calypso product integrity issues via Customer Support Portal, phone, and other communication channels.
• Collaborate with customers, partners, and Customer Delivery team members to understand and resolve reported product issues.
• Manage and communicate progress on escalated issues requiring product or engineering intervention.
• Conduct regular meetings with clients to provide updates and address any concerns, fostering ongoing engagement.
• Validate and test all issue resolutions prior to customer delivery to ensure effectiveness and satisfaction.
• Utilize front office tools, remote access tools, and other resources as necessary to support customers and validate issues, documenting them in bug reporting or CRM systems.
• Maintain deep expertise in one or more financial asset classes and stay informed on associated market trends through industry research.
• Contribute to the development of new tools or processes aimed at enhancing customer satisfaction and improving product support efficiency.
• Identify opportunities where additional Customer Delivery engagement or implementation services may be beneficial.
• Mentor and support the onboarding of new Product Support team members.

What are we looking for?

• Bachelor’s degree in Finance, Business Administration, Computer Science, or a related field.
• Proven experience in a customer-facing role, ideally within financial technology or capital markets.
• Strong analytical skills with the ability to diagnose and resolve complex technical issues.
• Basic knowledge of financial markets and derivatives in areas such as Interest Rate Derivatives, Equities, FX, Fixed Income is necessary.
• Strong communication and interpersonal skills, with the ability to collaborate effectively across teams and with external stakeholders.
• Detail-oriented and organized, capable of managing multiple priorities and deadlines.
• Proficiency in using CRM systems, bug tracking tools, and remote support technologies.
• Ability to adapt to a fast-paced, dynamic environment and willingness to learn new technologies and financial instruments.
• Relevant certifications (e.g., Calypso Certification) or knowledge of financial asset classes would be advantageous.

What do we offer you?

• Monthly base salary starting from 2300 to 2700 EUR gross based on your experience
• Annual monetary bonus
• An opportunity to become a Nasdaq shareholder
• Employee Stock Purchase Program Nasdaq stocks with a discount
• III pillar pension plan with additional contribution from Nasdaq
• Flexible health insurance program
• Flexible working schedule and hybrid way of work
• Additional paid leave days after 2 years of working at Nasdaq
• Flex day program (up to 6 paid days off a year)
• Internal mentorship program – get a mentor or become one
• Wide selection of online learning resources, e.g., Udemy

This is a full-time permanent position located in Vilnius. Follow the link to apply, and the Talent Acquisition team will be in touch. Please note that applicants must be eligible to work in Lithuania and applications must be in English.

About Nasdaq Vilnius

Our Vilnius office is in the modern K29 business center, easily accessed via bus, but we also offer bike storage. Our working space offers an appealing, ergonomic environment, kitchen spaces, and an in-house library. The building hosts a canteen and vending machine as well as restaurants and shops within walking distance

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.