FinTech Client Support Analyst

Job description

As a FinTech Client Support Analyst reporting to the Client Support Services Manager, you'll play a critical role in delivering exceptional support to financial institution clients and driving continuous improvements across IT support operations. You'll thrive in this position if you're detail-oriented, proactive, and passionate about technology and client success - and if you enjoy working in a fast-paced, globally connected environment. Key Responsibilities Deliver responsive support for cloud-based IT products used by financial institutions, ensuring high service quality and client satisfaction. Manage critical incidents end-to-end, keeping clients informed with timely and clear communication until resolution. Follow established Release Management processes to enable smooth deployments and timely client updates. Contribute to continuous improvement initiatives that enhance service quality and operational efficiency. Create and maintain internal knowledge articles to support team capability and knowledge sharing. Required Qualifications Experience in a client support or IT support role, or equivalent practical experience. Willingness to work afternoon shift hours (15:00–00:00 LT). Strong time management and organizational skills with a high level of attention to detail. Excellent communication and collaboration skills in a global, matrixed environment. Proficiency in English, both written and spoken. Preferred Qualifications Familiarity with capital markets or financial services. Experience with incident management and release management processes. Ability to leverage AI tools to enhance productivity and service delivery. This position is based in Vilnius and offers a hybrid work environment (at least 3 days a week in-office), providing flexibility and accessibility for qualified candidates. Individuals applying for or occupying this position must have no previous unspent convictions for criminal offences under the Criminal Code of the Republic of Lithuania, with the exception of offences solely related to minor road traffic violations. Benefits & Rewards We offer a competitive, well-rounded rewards package designed to support the financial, physical, and emotional well-being of our employees and their families. The base pay for this role is €2,000–€2,250 gross per month. Actual compensation may vary based on factors such as skills, experience, qualifications, and location. In addition to base pay, Nasdaq offers short-term incentives (bonus or commission) and long-term incentives (equity), where applicable. Additional benefits include: Annual bonus and annual equity grant Employee Stock Purchase Plan with discounted company shares Pension plan with Nasdaq contribution 6 additional days off per year, plus extra vacation based on tenure Work from (almost) anywhere - up to 20 days per year Paid time off to volunteer Health insurance Free gym, yoga & pilates classes and discounted in-office massages 24/7 mental health support for you and your family Global mentoring program Unlimited access to e-learning platforms Hybrid work setup Modern and comfortable work environment with fresh fruit, snacks, and weekly fika breaks For more information, visit the Nasdaq Benefits & Rewards Career Page . Come as You Are Nasdaq is an equal opportunity employer. We welcome applications from candidates of all backgrounds and identities. We are committed to fostering an inclusive workplace where diverse perspectives, experiences, and identities are valued and celebrated. We ensure that individuals with disabilities are provided with reasonable accommodation throughout the hiring process.