Client Services Representative, Web and Mobile

Client Services Representative, Web and Mobile
NinjaTrader is an investor-backed, growth stage FinTech company servicing hundreds of thousands of traders by providing award-winning software and brokerage services. We are building products and services which empower active traders to easily analyze and react to data from the world's leading financial markets. Located in Chicago, our unique employee-centric company culture is one that our team finds inviting, comfortable and fun. We are currently accepting applications for a Client Services Representative to join our growing team! Please visit www.ninjatrader.com to learn more about our business.
About You:
We are looking for a Client Services Representative to join our team to provide superior customer service and support to our expanding clientele of retail traders.
This role is for you if you have a passion for helping people and are interested in learning about the trading industry and technology. You enjoy real-time problem solving and helping customers find solutions to account or technology-related issues. You are intrigued and stimulated by technology and the financial markets and willing to turn your interest into understanding. You will work with a growing and dynamic team of industry professionals, responding to the various needs of thousands of clients worldwide to ensure a world-class customer experience.
In this position, you will:

• Leverage phone, live chat, and email to help resolve client support inquiries regarding their account and our web-based platform
• Help our clients with various inquiries such as account setup, technical support, troubleshooting accounts, and treasury related items
• Educate and empower customers to get the most out of our product line
• Become a power user of Outlook, Zendesk, Confluence, Vonage and other applications that increase your productivity
• Efficiently and accurately manage customer data using our middleware
• Collaborate with other internal teams including our Trade Desk, New Accounts, and Compliance teams
• Watch for and communicate emerging client needs and feature requests to management and other internal teams
• Help clients navigate the world of commodity futures and our services
• Assist management with creating and/or revising policies based on customer feedback
• Contribute to the continuous improvement of our team and client experience by creating knowledge articles and new email templates

Key Job Requirements:

• Empathetic, with the ability to connect with customers and let them know you care about their issues
• Ability to explain complex information or instructions in a simple and understandable way
• Excellent time management skills and the ability to follow up on multiple issues and customer service requests
• Excellent written and verbal communication skills
• Tech savvy with ability to troubleshoot web and mobiles issues directly with clients

Ideal Job Requirements:

• A minimum of 1 year of customer service experience, preferably in a high-volume technology company
• Excellent computer skills and the ability to learn complex systems
• Prior experience with CRM software and customer service ticketing software is a plus
• Knowledge of the trading industry is a plus, but not required

Perks and Benefits:

• Comprehensive benefits package (medical, dental, vision, life and disability insurance)
• 401k with Company Match
• 15 days paid time off per year
• 7 paid holidays annually
• Fitness Center Membership
• Ongoing training
• Office Space in the heart of downtown Chicago