Technical Assistance Associate I

Client Technical Assistance Team Member

Interactive Brokers Group, Inc. is a global financial services company headquartered in Greenwich, CT, USA, with offices in over 15 countries. We have been at the forefront of financial innovation for over four decades, known for our cutting-edge technology and client commitment.

IBKR affiliates provide global electronic brokerage services around the clock on stocks, options, futures, currencies, bonds, and funds to clients in over 200 countries and territories. We serve individual investors and institutions, including financial advisors, hedge funds and introducing brokers. Our advanced technology, competitive pricing, and global market help our clients to make the most of their investments.

Barron's has recognized Interactive Brokers as the #1 online broker for six consecutive years. Join our dynamic, multi-national team and be a part of a company that simplifies and enhances financial opportunities using state-of-the-art technology.

This is a hybrid role (4 days in the office / 1 days remote).

As a member of the Client Technical Assistance Team, you will assist clients with inquiries about our range of trading offerings and act as a liaison between internal teams and customers to ensure prompt and effective bug and issue resolution.

The ideal candidate will be analytical and have an affinity for problem-solving and troubleshooting technical and software issues. They should be able to recognize, investigate, and escalate client-reported issues related to our platforms.

If you are motivated, have initiative, and are analytical and methodical, we can offer you a position that will both challenge and reward you as part of a team that is building one of the world's strongest brokerage brands.

Responsibilities:

  • Providing support to clients through phone, chats, and tickets
  • Technical and functional support for the Interactive Brokers' platforms
    • Desktop applications (Windows, macOS, and Linux)
    • Mobile applications (Android and iOS)
  • Troubleshooting and support for Interactive Brokers' web-based offerings
  • Problem management with a focus on wide-scale technical issues

Requirements:

  • Bachelor's degree, preferred if in a technical field
  • 1+ years in a client-facing support role
  • 1+ years of experience working with Windows and Mac, software support, connectivity support
  • Excellent verbal and written communication skills and the ability to work effectively in a team environment
  • Experience working with support ticketing systems
  • Adaptable to a constantly changing technical environment
  • Initiative and desire to learn new skills/technologies and remain up to date with the latest trends; a real passion for solving technical problems
  • Experience with financial products and services is a plus
  • Excellent command of written and spoken English & French

To be successful in this position, you will have the following:

  • Self-motivated and able to handle tasks with minimal supervision.
  • Superb analytical and problem-solving skills.
  • Excellent collaboration and communication (Verbal and written) skills.
  • Outstanding organizational and time management skills.

Company Benefits & Perks:

  • Competitive salary, annual performance-based bonus, and stock grant awards
  • 401(k) retirement plan with competitive company match
  • Excellent health and wellness benefits, including medical, dental, and vision benefits. 100% employer-paid medical premiums, with generous employer contributions to dental & vision plans as well.
  • Wellness screening and assessments, health coaches, and counseling services through an Employee Assistance Program (EAP)
  • Generous paid parental leave (up to 16 weeks paid parental leave for eligible employees)
  • Company-paid basic life insurance, accidental death & dismemberment (AD&D), and short- and long-term disability coverage
  • Flexible Spending Accounts (Healthcare, Dependent Care, and Commuter FSAs)
  • Quarterly fitness stipend to offset costs associated with traditional gym and fitness memberships or fees
  • Education reimbursement and professional development opportunities
  • Legal services, telehealth access, and voluntary insurance options
  • Backup child and adult care support through Care.com
  • Daily lunch allowance and fully stocked kitchen with healthy breakfast and snack options.
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