Technical Support Specialist

**Job Summary**

As a **Technical Support Specialist**, you will play a vital role in assisting traders by resolving platform issues, gathering necessary information about software bugs that cause issues for further investigation, and answering questions about platform usage.

This role requires direct interaction with traders, helping unblock them when technical issues prevent their trading activities. You will collaborate with various teams to ensure traders receive accurate information and seamless assistance.

**Key Responsibilities**

**Customer Support**:

- Respond to and resolve customer support tickets related to platform issues, platform installation and setup, platform usage questions, and others.
- Conduct one-on-one Zoom calls with traders during critical situations to provide immediate assistance.
- Perform remote support sessions for technology issues and specific technical needs based on trader requests.

**Documentation and Reporting**:

- Document and report support interactions, issues, and resolutions in a clear and organized manner.
- Collaborate closely with other teams to ensure seamless communication and accurate information dissemination.

**Continuous Learning and Process Improvement**:

- Stay up to date with industry best practices in support and customer service.
- Engage in ongoing professional development to remain informed about the latest advancements in trading and support methodologies.
- Actively contribute to the continuous improvement of support processes and practices.

**Qualifications**
- Proven customer technical support experience (1-3 years).
- Strong understanding of financial markets and trading futures, stocks, Forex, and crypto is a must.
- Excellent communication and interpersonal skills.
- Proficiency in using trading platforms and related technology.
- Strong problem-solving skills and meticulous attention to detail.
- Strong knowledge and experience in general Windows PC troubleshooting and maintenance.

**Technical Proficiency Expectations**
- **Zoom** - Ability to schedule, host, and manage meetings, including screen sharing, breakout rooms, and troubleshooting basic connectivity issues.
- **Slack** - Efficient use of channels, threads, tagging team members, setting statuses, and integrating apps like Zoom and Google Calendar.
- **Google Calendar** - Scheduling and managing events, handling multiple time zones, setting reminders, confirming invitations, proposing new times for events, setting up out-of-office notifications, subscribing to colleagues' calendars, and viewing/editing shared calendars.
- **Calendly** - Setting up availability, managing meeting links, customizing event settings, managing shared calendars, and ensuring smooth scheduling to optimize availability.
- **CRM Software** - Logging customer interactions, updating records, and pulling reports (experience with platforms like HubSpot, Salesforce, Infusionsoft by Keap, or similar is preferred).
- **Project Management & Ticketing Software**(Asana, Trello, Jira, Zendesk, or similar) - Assigning tasks, tracking progress, updating deadlines, and managing workflows.
- **E-Commerce & Payment Support** - Familiarity with WordPress & WooCommerce for handling customer data, assisting with coupons, resolving payment issues, and supporting order-related inquiries is beneficial but not required.

**Work Environment**
- Fully remote, full-time position.
- Rotational shifts based on U.S. Eastern Time, including nights and weekends as needed.
- A high level of responsiveness, accountability, and engagement is required to succeed in a dynamic, virtual office environment.

**Technical Requirements**
- High-performance computer compatible with trading software (more than one PC is a plus).
- Stable high-speed internet connection.
- Quiet, professional home office.

MUST BE A WINDOWS PC - NOT A MAC OR CHROMEBOOK
- Windows 10 or later operating system.
- Intel Core i7, 11th Generation processor or better.
- 16GB RAM.
- Microsoft.NET Framework Version 8.0.
- Screen resolution of 1024 x 768.
- DirectX 10 compatible graphics card is highly recommended.

**Application Process**
- APPLICANTS MUST ANSWER _**ALL SCREENING QUESTIONS**_ _ATTACHED TO THIS JOB POST TO BE CONSIDERED. INCOMPLETE SUBMISSIONS WILL RESULT IN _**AUTOMATIC DISQUALIFICATION**_._
- **Note**:_ _Using AI tools like ChatGPT for formatting or drafting is fine, but we value genuine, personal responses over generic copy. Keep it real and concise._

Application Question(s):

- What trading platforms or market data tools have you worked with, and at what level (basic usage, troubleshooting, advanced support)?
- Which ticketing or project management tools have you used, and how have you applied them in your workflow?
- Walk us through how you would assist a trader who cannot install or launch a trading platform due to a Windows compatibility error.
- What’s one productivity or communication tool where you’ve mastered an advanced feature that helps you