About the Role
You'll have a passion for helping people and an interest in learning about the trading industry and technology. You enjoy solving problems in real time and assisting customers with account- and technology-related issues. Working on our Client Services team, you will report directly to the Manager while receiving ongoing coaching and operational guidance from the Team Lead. You will also support thousands of clients worldwide to help deliver a world-class customer experience.
Requirements
- Strong computer skills and the ability to learn complex systems quickly
- Empathy and the ability to connect with customers while showing genuine care for their concerns
- Ability to explain complex information and instructions in a clear, understandable way
- Strong time management skills with the ability to manage multiple customer requests and follow up effectively
- Excellent written and verbal communication skills
- A tech-savvy mindset with the ability to troubleshoot computer issues directly with clients
- Written and spoken fluency in Spanish
- A minimum of one year of customer service experience, preferably within a high-volume technology company
- Experience with CRM software and customer service ticketing systems
- Knowledge of the trading industry
Responsibilities
- Leverage phone, chat, and email to resolve client support inquiries regarding customer accounts and the platform in both English and Spanish
- Assist clients with account setup, technical support, account troubleshooting, and treasury-related inquiries
- Educate and empower customers to get the most out of the NinjaTrader product line
- Become a power user of Gmail, Confluence, Jira, and other productivity applications
- Efficiently and accurately manage customer data using Salesforce
- Collaborate with internal teams, including Trade Desk, Technical Support, and Compliance
- Identify and communicate emerging client needs and feature requests to management and other internal teams
- Guide clients in navigating the world of commodity futures and NinjaTrader's services
- Assist management in creating and revising policies based on customer feedback
- Regularly participate in beta testing new software updates
Benefits
- 401K plan with company match up to 3.5%
- Annual paid time off accrues at 18 days per year plus seven paid holidays
- 20 additional flex remote days annually
- 5 Company Wide Office-Optional weeks tied to major holidays
- Generous PTO
- 7 Paid Holidays Annually + 5 Conditional Holidays Annually
- 1 Service Day Annually
- Paid Parental Bonding Leave
- Health, Vision, Dental Coverage
- Life and Disability Insurance Covered 100% by NinjaTrader