Client Technical Support Specialist

Responsibilities

• Prioritize and escalate issues to the appropriate development teams
• Perform client call-backs for technical escalations where required
• Assist L1 support with complex client inquiries
• Participate in the testing of new internal and external features
• Troubleshoot and support Interactive Brokers’ platforms and web-based offerings
• Problem management with a focus on wide-scale technical issues
• Ensure the team handles cases escalated over email/ticketing systems in a timely fashion

Requirements

• Bachelor’s degree, preferred if in STEM fields
• Three-plus years in client facing support role
• Three-plus years of experience working with Windows, Macs, software and connectivity support
• Excellent verbal and written communication skills and the ability to work effectively in a team
• Experience working with support ticketing systems (knowledge of Confluence/JIRA is a plus)
• Adaptable to a constantly evolving technical environment
• Initiative and desire to learn new skills/technologies and remain up to date with the latest trends
• Passion for solving technical problems
• Languages: Fluency in English is a must. Proficiency in any other language is a plus
• Experience with financial products and services is a plus

• Competitive salary, annual performance-based bonus and stock grant
• Retirement plan 401(k) with a competitive company match
• Excellent health and welfare benefits, including medical, dental, and vision benefits
• Wellness screenings and assessments, health coaches and counseling services through an Employee Assistance Program (EAP)
• Paid time off and a generous parental leave policy
• Daily company lunch allowance provided and a fully stocked kitchen with healthy options for breakfast and snack
• Corporate events, including team outings, dinners, volunteer activities and company sports teams
• Education reimbursement and learning opportunities
• Modern offices with multi-monitor setups