Senior Customer Supprt/Operations Analyst

Nasdaq; Chihuahua; On-site; MXN 600,000 - 900,000; Full time

Job summary

Nasdaq in Chihuahua, Mexico, is seeking an experienced Application Support specialist to provide technical help to customers using ticketing platforms and cloud applications. You will collaborate with the development team to address enhancements and fixes, ensure timely issue resolution within SLAs, and coordinate with related teams for seamless integrations.

A Bachelor's degree and 6+ years of experience are required.

Qualifications

• Bachelor's degree required; comparable experience may be substituted.
• At least 6 years of experience in application support.

Responsibilities

• Provide technical help to customers using ticketing platforms.
• Support clients using the platform/apps (Cloud).
• Collaborate with Dev team for enhancements and bug fixes.
• Work to resolve issues within SLAs.
• Coordinate with integration teams to resolve customer issues promptly.
• Assist with billing inquiries, service requests, and sales support.
• Maintain good customer relations and resolve complaints according to consumer law.
• Suggest improvements based on customer surveys and feedback.

Skills

Customer support

Troubleshooting

SLA adherence

Clear communication

Education

Bachelor's degree

Tools

Ticketing platforms

Job description

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

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.