Technical Assistance Associate I

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

As a member of the Client Techical 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 awards401(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.