Technical Support Representative in Chicago, IL at TradeStation

Date Posted: 1/3/2022

Job Snapshot

Job Description

Technical Support Representative
Chicago, IL
TradeStation is an on-line brokerage firm seeking to level the playing field for self-directed investors and traders, empowering them to claim their individual financial edge.  At TradeStation, we're continuously pushing the boundaries of what's possible, encouraging out-of-the-box thinking and relentless search for innovation.  We have built a team of amazing people who work together in a high performance culture to provide our clients with exceptional products and services.  We offer a collaborative and flexible work environment, competitive salaries, comprehensive benefits and a generous PTO policy. 
The Technical Support Representative is responsible for education and support of the TradeStation client base across different trading technology platforms (mobile, web and desktop). This position requires extensive troubleshooting skills and ability to effectively partner with other departments to insure proper service.  The candidate will need to be detail oriented and will be required to learn different aspects and terminology in different markets. 
  • Assist clients and internal team members with escalated technical issues via telephone and email
  • Train clients on our proprietary trading software, acting as a subject matter expert for our customers
  • Act as liaison with other departments to drive resolutions for escalated issues
  • Ability to take ownership of issue reporting and resolution follow-up
  • Deliver Client Service and Account assistance for web, mobile and platform access points
  • Troubleshoot client software and hardware to resolve customer impacting items
  • Gather and document data for Quality Assurance teams regarding client cases, de-bugging, and software rollouts
  • Participate in product testing and QA review
  • Constantly strive to educate and train other employees and clients
  • Strong desire to help others
  • Ability to deliver customer service excellence in all actions
  • Possess superior oral and written communication skills
  • Must be dependable, punctual and able to work in a dynamic fun work environment
  • Must have a confident and positive attitude that supports the goals of service excellence
  • Team player with strong leadership skills
  • Proficient in the areas of Technical Support and Client Services
  • Troubleshooting skills, with the ability to work through complex application and reported issues
  • Bachelor’s degree (Preferably Computer Science, MIT, IT, Finance or related discipline)
  • 3-5 years of Technical Support experience
  • Microsoft Technology Associate (MTA), Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Solutions Expert (MCSE)
  • Preferred Certifications: Comptia Core Certification (IT Fundamentals, A+, Network+, Security+)
  • Preferred Securities Industry qualifications: Series 7, 63 & 3