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Client Services Representative

2 months ago

Chicago, United States NinjaTrader Full time
Job DescriptionJob Description

JOIN US ON OUR MISSION TO BECOME THE #1 RETAIL TRADING PLATFORM IN THE WORLD

Welcome to the dynamic world of NinjaTrader As an industry-leading trading platform and futures broker, we're on a mission to empower traders to take control of their financial destiny. How do we do it? We provide cutting-edge products and services that enhance the trading journey. Whether a seasoned pro or just starting out, NinjaTrader equips traders with award-winning software and brokerage services to navigate the world's leading financial markets with confidence.

Our growth story is nothing short of exhilarating. Over the last 20 years, NinjaTrader has been dedicated to understanding and supporting traders on their journey toward trading triumph. In the last 5 years alone, our user base has grown by 400% to over 2 million users and we have become the number one rated futures brokerage worldwide.

But we're not stopping there. We're constantly evolving, pushing boundaries, and modernizing the futures industry. Our commitment to innovation means users will always have access to dynamic tools, real-time support, and a community of like-minded traders.

So, why work at NinjaTrader? Here, you're not just part of a team; you're part of a movement. We empower employees to reach new heights in their careers by providing a dynamic culture focused on social connection, professional development, and employee recognition initiatives. Sounds too good to be true? Take it from our employees.

Join us as we redefine what's possible in trading, advocate for our customers, and continue our journey toward becoming the world's top retail-focused trading platform in the world.

This role is for you if you have a passion for helping people and are interested in learning about the trading industry and technology. You enjoy real-time problem solving and helping customers find solutions to account or technology-related issues. You are intrigued and stimulated by technology and the financial markets and willing to turn your interest into understanding. You will work with a growing and dynamic team of industry professionals, responding to the various needs of thousands of clients worldwide to ensure a world-class customer experience.

In this position, you will:

  • Leverage phone and email to help resolve client support inquiries regarding their account and our platform
  • Help our clients with various inquiries such as account setup, technical support, troubleshooting accounts, and treasury related items
  • Educate and empower customers to get the most out of the NinjaTrader product line
  • Become a power user of Outlook, HelpSpot, Confluence, Jira and other applications that increase your productivity
  • Efficiently and accurately manage customer data using Salesforce
  • Collaborate with other internal teams including our Trade Desk, Technical Support and Compliance teams
  • Watch for and communicate emerging client needs and feature requests to management and other internal teams
  • Help clients navigate the world of commodity futures and NinjaTrader's services
  • Assist management with creating and/or revising policies based on customer feedback
  • Contribute to the continuous improvement of our team and client experience by creating knowledge articles and new email templates
  • Regularly assist with beta testing new software updates

Key Job Requirements:

  • Empathetic, with the ability to connect with customers and let them know you care about their issues
  • Ability to explain complex information or instructions in a simple and understandable way
  • Excellent time management skills and the ability to follow up on multiple issues and customer service requests
  • Excellent written and verbal communication skills in English and Portuguese
  • Tech savvy with ability to troubleshoot computer issues directly with client

Ideal Job Requirements:

  • A minimum of 1 year of customer service experience, preferably in a high-volume technology company
  • Excellent computer skills and the ability to learn complex systems
  • Prior experience with CRM software and customer service ticketing software is a plus
  • Knowledge of the trading industry is a plus, but not required

Our Core Benefits Include:

  • Hybrid Schedule with Extra Remote Flexibility (Totalling over 55% remote time)
  • Generous PTO
  • 7 Paid Holidays Annually + 6 Conditional Holidays Annually
  • 1 Service Day Annually
  • 401k with 3.5% Company Match
  • Health, Vision, Dental Coverage
  • Life and Disability Insurance Covered 100% by NinjaTrader
  • Flexible Spending Accounts for Transit and Parking
  • Gym Membership

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.