Lead Client Support Specialist

1 week ago


Chicago, Illinois, United States SpiderRock Holdings LLC Full time
Position Overview

We are in search of a skilled and professional Lead Client Support Specialist to enhance our dedicated Client Support division, which serves our esteemed institutional clients utilizing our advanced low latency trading platform. If you possess a proactive mindset, enjoy tackling challenges, and are eager to contribute to a dynamic team, this role may be an excellent fit for you. The Lead Client Support Specialist is a full-time exempt role reporting to the Head of Desk Support.

Key Responsibilities
  • Deliver first and second level trade, system, and integration assistance as directed by the client support manager. Responsibilities include, but are not limited to:
    • Providing first and second-level support via telephone, chat, and email for clients utilizing GUI-based or automated trading applications.
    • Assisting with trade support and troubleshooting application-level issues related to orders generated by proprietary algorithms.
    • Diagnosing system and client connectivity challenges.
    • Investigating order routing discrepancies between our firm and various execution brokers.
    • Conducting quality assurance on internal trading tools, algorithms, and risk applications, documenting findings as necessary.
    • Facilitating client onboarding and account setup processes.
  • Collaborate closely with our Enterprise Operations, Sales/Business Development, and Development teams.
  • Mentor new support analysts and lead team initiatives.
Qualifications
  • Bachelor's degree or equivalent professional experience.
  • Preferred concentrations in Finance, Economics, Mathematics, or Computer Science.
  • Experience with FIX protocol is advantageous.
  • Proficiency in SQL, Python, C#, along with a solid understanding of US Equities, Derivatives (Indexes and Options), and Futures.
  • Must obtain SIE, Series 3, Series 7, and Series 63 licenses within six months of employment; possessing these licenses is a significant advantage.
  • Ability to resolve issues promptly and efficiently.
  • Exhibit a professional and motivated demeanor.
  • Strong interpersonal and communication skills.
  • Capable of managing multiple issues in a fast-paced, high-pressure technology environment.
  • Independent self-starter with keen attention to detail.
  • Enjoys working in a collaborative and fast-paced setting.
  • Willingness to work in a hybrid environment.
Benefits
  • Competitive salary, benefits, and bonus structure.
  • Comprehensive 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 including unlimited PTO and parental leave.
  • Wellness programs and facilities.
  • Access to a Zen Den for relaxation and meditation.
  • Collaborative work environment with high-caliber professionals.
  • Weekly catered lunches and unlimited snacks and beverages.
  • Company-sponsored events throughout the year.
  • 401K Safe Harbor Plan with matching contributions.
  • Onsite gym membership and bike access.

SpiderRock Holdings LLC is an Equal Opportunity Employer.



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