Customer Support Specialist

2 months ago

Chicago, Illinois, United States MetroTrade Full time

**Job Summary**

MetroTrade LLC is seeking a highly skilled Customer Support Specialist to play a key role in delivering exceptional customer experiences in the retail futures space. As a Customer Support Specialist, you will be responsible for leveraging various communication channels to resolve client support inquiries, troubleshoot technical issues, and provide proactive support to clients.

**Key Responsibilities:**

  • Resolve client support inquiries via phone, email, and chat, ensuring timely and effective resolution of issues.
  • Provide technical support and issue troubleshooting to clients, utilizing CRM and internal tools to efficiently manage customer data and boost productivity.
  • Proactively observe and communicate client needs and requests to internal resources and vendors, ensuring seamless collaboration and issue resolution.
  • Work with third parties to resolve client and firm-specific issues and projects, demonstrating excellent problem-solving skills and attention to detail.
  • Assist with policy creation and revision to streamline services and increase customer satisfaction, ensuring alignment with company goals and objectives.
  • Contribute to other business areas, including marketing, IT, and account management, as needed, demonstrating adaptability and a willingness to learn.

**Requirements:**

  • Ability to connect with customers with empathy and compassion, providing exceptional customer service and support.
  • Capacity to learn and explain complex concepts and systems in various ways to satisfy diverse customer needs, demonstrating excellent communication and interpersonal skills.
  • Technical savvy and ability to troubleshoot issues in real-time, utilizing CRM and internal tools to efficiently manage customer data and boost productivity.
  • Knowledge and interest in the futures/financial services/trading industry, with a strong understanding of regulated industries and frameworks.
  • Series 3 license or ability to pass within 6 months of hire, demonstrating a commitment to professional development and growth.

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