SENIOR CLIENT SUPPORT ANALYST

2 weeks ago


Chicago IL USA, United States SpiderRock Full time
We are searching for a polished and experienced Senior Client Support Analyst ready to join our service-centric Client Support team catering to our large institution clients that utilize our low latency proprietary trading platform. If you are a self-starter, love to problem solve, thrive and contribute to a growing team, then you have come to the right place. The Client Support Analyst is a full-time exempt position reporting to our Head of Desk Support.

WHAT YOU WILL DO

* Provide level 1 and 2 trade, system and integration support at the direction of the client support manager. Such responsibilities include, but are not limited to:
* First-level and second-level telephone, chat and email support to clients using either GUI-based or automated remote trading applications
* Trade support and application-level troubleshooting of orders generated by SpiderRock's proprietary algorithms
* Troubleshoot system and client connectivity issues
* Investigate order routing issues between SpiderRock and multiple execution brokers
* Perform QA of internal trading tools, algorithms and risk applications and document as needed
* Assist in client-onboarding and account creation

* Work closely with our Enterprise Operations, Sales/Business Development and Development teams
* Train new support analysts and lead support team efforts

WHAT WE ARE LOOKING FOR

* Bachelor's degree or equivalent experience
* Concentrations on Finance, Economics, Mathematics or Computer Science are preferred
* FIX protocol experience is recommended
* Experience using SQL, Python, C#, and understanding US Equities and Derivatives (Indexes and Options), Futures
* Required to obtain the SIE, Series 3, Series 7 and Series 63 licenses within 6 months of employment, a huge plus if you already have these licenses
* Ability to resolve issues in a timely manner
* Professional, motivated attitude
* Strong interpersonal skills and communication
* Manage multiple issues in a fast pace, high pressured technology environment
* Independent self-starter and a keen attention to detail
* Enjoys working in a fast paced, collaborative environment
* Available to work in a hybrid environment (minimum 3+ days in office per week) at our downtown Chicago state of the art office
* Local to Chicagoland area only or willing to relocate to Chicago

WHAT TO EXPECT

* Highly competitive pay, benefits and bonus structure
* Health insurance (medical, dental, vision)
* Voluntary ancillary plans (Life & AD&D, Short-Term Disability, Long-Term Disability, Critical Accident and Critical Illness)
* Discounted pet insurance
* Progressive time off benefits (unlimited PTO, maternity leave, paternal leave)
* Wellness programs
* Zen Den for meditation, naps, nursing, or just to decompress
* Hybrid work environment
* Work with high-caliber and innovative professionals
* Weekly catered lunches
* Access to unlimited snacks and beverages in our lounge area
* Monthly, Quarterly, and Semi-Annual company sponsored events
* 401K Safe Harbor Plan and Match
* Onsite gym membership
* Divvy bike access
* A fun and collaborative environment

SpiderRock is an Equal Opportunity Employer

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