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.

Why Nasdaq

When you work at Nasdaq, you’re working for more open and transparent markets so that more people can access opportunities. Connections can be made, jobs can be created, and communities can thrive. We want all our employees to have access to opportunity, too. That means planning for career growth, ensuring you have the tools you need, and promoting an inclusive culture where we’re all valued for our unique perspective.

Here, you will work for a global tech leader committed to breaking down barriers to inclusive prosperity. We see technology as a means to free people up to work together more productively and effectively by centralizing data, analytics, and market intelligence.

Here, we’re committed to building a more diverse and inclusive workforce. Not only is it our responsibility to do better, but we also need representative voices to power the fresh thinking that is vital for our business and our clients.

What We Offer

This is a permanent full-time role based in Bonifacio Global City, Taguig following a hybrid work model setup (at least 2 in office days per week).

You can expect an autonomous but fast-paced work environment where you are recognized for your results and ability to drive things forward. Every day brings many opportunities to learn & grow and rewards with a global impact we create.

In return, you will receive HMO coverage for you and your dependents, employee stock purchase plan, equity grant, retirement plan, annual bonus, free counseling sessions, subscription to e-learning platforms, fitness, wellness and more.

What You Will Do

Responsible for assisting customers with inquiries, troubleshooting issues, and providing effective solutions in a timely manner. They ensure a positive experience by addressing concerns, offering product or service mentorship, and maintaining clear communication.
Replicate issues, detail them, provide configuration suggestions to Customers, provide Engineering teams comprehensive information in form of test cases to facilitate permanent solutions.
Analyze application logs and suggest solutions for performance related problems to the Nasdaq Calypso platform.
Resolution of Incidents and Service Requests following SLAs and ITIL Incident Management Processes
Take full ownership of customer incidents and problems through to full resolution and closure.
Work closely with our Product team, Operational team, and DevOps team in following up on issues and their resolution.
Contribute to our Knowledge Database with articles documenting issues, workaround, best practices.
Participate in Change request activities, such as configuration changes, new version deployment, maintenance activities and environment validation.
Flexibility to work across all shift schedules (morning, mid, and night) and to work on some PH holidays based on business needs.
Should participate in finding the root cause analysis and incident report preparation for critical P0/P1 issues.

What We Expect

Bachelor’s degree in computer science, or other related discipline.
Minimum of 2 years of experience in application and production support, including client-facing responsibilities.
Experience in Linux/Unix server application-based troubleshooting.
Experience in log analysis for troubleshooting the issue.
Exposure and understanding of cloud technologies/concepts (OCI and AWS)
Knowledge of relational databases and SQL (Oracle and PostgreSQL)
Good oral and written communication skills are essential.
Experience working in distributed teams across multiple time zones.
Excellent analytical and problem-solving skills, attention to detail, adherence to internal defined process and best practices
Must be a fast learner, self-motivated, team player, and collaborator.
Proficient in English.

Nice to have

Experience with FinTech products, especially Nasdaq Calypso Platform.
Good knowledge of ITIL or similar frameworks
Experience in monitoring tools like Grafana, Kibana and Datadog.
Experience in Java application support.

Does It Sound Like You?

Please follow through by clicking the “Apply” link and submitting your application. If your skills and experience are a match, we will be in touch soon. In the meantime, please visit our website and social media channels to learn more about our innovative business, inclusive culture and discover why Nasdaq Manila is Great Place To Work certified!

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.