Client Services Representative - Bilingual - English/Portuguese
NinjaTrader is an investor-backed, growth-stage FinTech company with an award-winning platform and over 1 million users. We are building products and services which empower active traders to easily analyze and react to data from the world's leading financial markets. Located in Chicago, our unique employee-centric company culture is one that our team finds inviting, comfortable and fun. Please visit www.ninjatrader.com to learn more about our business.
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:
- 15 days PTO per year
- 7 paid holidays annually
- 401k with Company Match
- Health, Vision, Dental Coverage
- Life and Disability Insurance covered 100% by NinjaTrader
- And more!
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.
