Technical Support Representative

  • Competitive
  • Greenwich, CT, USA Greenwich CT US
  • Permanent, Full time
  • Interactive Brokers
  • 24 Jun 18 2018-06-24

Technical Support Representative

Company Overview

Interactive Brokers LLC, a subsidiary of Interactive Brokers Group, Inc. (NASDAQ: IBKR) is a direct access electronic broker catering to the needs of professional and frequent traders, institutional investors, financial advisors, and introducing brokers. Our clients have access to more than 120 market centers in 26 countries from a single account. We are the lowest cost provider of brokerage services and the largest U.S. electronic broker based on daily average revenue trades executing over 800,000 trades per day.[i]  Our employees are part of a dynamic, multinational, fast-paced, results-oriented team working to provide our customers with state-of-the-art trading technology, superior execution capabilities, worldwide electronic access, and sophisticated risk management tools.
 
 
[i] Figures as of  January 1, 2018. Information on the company can be found at www.interactivebrokers.com
 
Click the link to view a short video with a few words from current Interactive Brokers employees: https://www.interactivebrokers.com/en/index.php?f=31899

Job Description and Responsibilities

Interactive Brokers LLC ("IB") seeks individuals for our technical assistance center ("TAC") at our headqueaters in Greenwich, CT. TAC representatives focus on ensuring a solid user experience through the responsive support of our trading software. As a member of the technical assistance team, you'll assist customers with inquiries pertaining to all of our software products and act as a liaison between internal teams and customers to ensure a prompt and effective resolution of bugs and issues. The ideal candidate will possess the networking and programming knowledge to troubleshoot issues that pertain to our trading client programs. We need a TAC representative that will be probing and analytical, with the ability's to recognize, test, and escalate new bugs within our software.
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Be a liaison between internal teams and customers to ensure a prompt and effective resolution of bugs and issues.

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Assist a diverse range of domestic and international customers with installing, configuring, and troubleshooting our trading software and our website.

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Escalate issues to software developers and server operators.

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Address inquiries and issues regarding IB's two-factor secure login system.

Qualifications

Minimum Qualifications:
- 4 year college degree
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Prior experience in a customer-facing role

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Excellent written and verbal communication skills

- Experience troubleshooting networking or software related issues
 Preferred Qualifications:
- 4 year degree in a STEM field
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2 years in a network or software support role, primarily in a call-center or realtime support environment

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Experience with Unix and basic Unix commands

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Financial services industry related experience and knowledge of common financial products

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Mandarin, Spanish or Russian language skills a plus