Job Description
The Customer Support Specialist, Investor Relations Suite serves as a subject matter expert for Nasdaq’s desktop and mobile based Investor Relations workflow products. The specialist provides reactive and proactive customer support via email, phone and live chat. The specialist responds to a wide variety of inquiries, including but not limited to financial data questions, product functionality, technical questions and industry best practices.
- Provide reactive support for a wide range of client queries via email, phone and live chat.
- Work closely with a team of Product Specialists and Account Managers to provide outstanding customer service for a global client base.
- Troubleshoot and faciliatate the resolution of technical and data issues and inquiries.
- Participate in tailored proactive client outreach campaigns designed to increase usage by highlighting new features or encouraging usage on underused components.
- Document and track all client interactions in Nasdaq OMX’s CRM system.
- Manage upcoming product migrations.
- Acquire and maintain a strong working knowledge of the Investor Relations industry and keep apprised of its regulations and updates.
Requirements
SKILLS
- Strong understanding of the Capital Markets in general, and corporate services in particular.
- Proven track record working directly with clients, particularly those in decision making roles.
- Able to keep composure and make independent decisions in stressful situations.
- Strong attention to detail while managing multiple concurrent tasks.
- Positive attitude and deep customer service orientation. Fundamentals include being: friendly and engaging, professional, reliable, responsive and proactive.
EDUCATION
- BS/BA required
- 1-3 years experience in a client facing service role
