Technical Assistance Center Representative

  • Competitive
  • Greenwich, CT, USA
  • Permanent, Full time
  • Interactive Brokers
  • 25 Jul 17

Technical Assistance Center Representative

Overview :

Interactive Brokers LLC ("IB") is a direct-access electronic trade execution and clearing broker for active traders, institutional investors, financial advisors and introducing brokers. The firm serves more than 400,000 customers in trading securities, commodities and foreign exchange in 23 currencies on over 100 market centers in 24 countries around the world. By building and operating highly automated systems in all aspects of its business IB is able to maintain a low cost base. For example, the firm employs fully automated real-time risk management systems that monitor and control customer positions in equities, options, futures and forex across multiple account types and currencies. The business is in a stage of rapid growth.

IB is registered as both a Broker-Dealer and a Futures Commission Merchant. B is a subsidiary of the publicly traded Interactive Brokers Group, Inc., based in Greenwich, Connecticut (NASDAQ: IBKR). The Group's consolidated capital is in excess of $6.0 billion. In addition to electronic brokerage services, the Group's market maker companies trade in equities and exchange-listed equity derivative products around the world. Interactive Brokers Group, Inc. plays a leading role in trading and brokerage worldwide, executing, clearing, settling and accounting for an average of 1.3 million trades per day. The Group's options volume makes up approximately 6.5% of listed equity options worldwide.

The Technical Assistance team is focused on ensuring a solid user experience through the responsive support of our trading software. As a member of the technical assistance team, you will assist customers with inquiries pertaining to all of our software products and become an expert with IB's trading software and gain a deep understanding of the products we offer. You have the networking and programming knowledge to troubleshoot issues that pertain to our trading client programs. The successful candidate will be intellectual and analytical, and are able to recognize, test, and escalate new bugs within our software.
[i] Figures as of September 30, 2016. Information on the company can be found at: www.interactivebrokers.com

Responsibilities :

  • Be a liaison between internal teams and customers to ensure a prompt and effective resolution of bugs and issues.
  • Assist a diverse range of domestic and international customers with installing, configuring, and troubleshooting our trading software and our website.
  • Escalate issues to software developers and server operators.
  • Address inquiries and issues regarding IB's two-factor secure login system.


Qualifications :

Minimum Qualifications:
  • 4 year college degree
  • Prior experience in a customer-facing role
  • Excellent written and verbal communication skills
  • Experience troubleshooting networking or software related issues
Preferred Qualifications:
  • 4 year degree in a STEM field
  • 2 years in a network or software support role, primarily in a call-center or realtime support environment
  • Experience with Unix and basic Unix commands
  • Financial services industry related experience and knowledge of common financial products
  • Mandarin, Spanish or Russian language skills a plus