Client Service Representative II

We are searching for a polished and experienced Senior Client Support Representative ready to join our service-centric Client Support team catering to our large institution clients that utilize our low latency proprietary trading platform. If you are a self-starter, love to problem solve, thrive and contribute to a growing team, then you have come to the right place.

The Client Support Representative is a full-time exempt position reporting to our Head of Client Support in our Chicago office.

WHAT YOU WILL DO

Provide level 1 and 2 trade, system and integration support at the direction of the client support manager. Such responsibilities include, but are not limited to: First-level and second-level telephone, chat and email support to clients using either GUI-based or automated remote trading applications Trade support and application-level troubleshooting of orders generated by Spider.

Rock's proprietary algorithms Troubleshoot system and client connectivity issues Investigate order routing issues between Spider. Rock and multiple execution brokers Perform QA of internal trading tools, algorithms and risk applications and document as needed Assist in client-onboarding and account creation Work closely with our Enterprise Operations, Sales/Business Development and Development teams Train new support analysts and lead support team efforts WHAT WE ARE LOOKING FOR Bachelor's degree or equivalent experience Concentrations on Finance, Economics, Mathematics or Computer Science are preferred FIX protocol experience is recommended Experience using SQL, Python, C#, and understanding US Equities and Derivatives (Indexes and Options), Futures Required to obtain the SIE, Series 3, Series 7 and Series 63 licenses within 6 months of employment, a huge plus if you already have these licenses Ability to resolve issues in a timely manner Professional, motivated attitude Strong interpersonal skills and communication Manage multiple issues in a fast pace, high pressured technology environment Independent self-starter and a keen attention to detail Enjoys working in a fast paced, collaborative environment Available to work in onsite at our downtown Chicago state of the art office Local to Chicagoland area only or willing to relocate to Chicago WHAT TO EXPECT Highly competitive pay, benefits and bonus structure 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 (unlimited PTO, maternity leave, paternal leave) Wellness programs Zen Den for meditation, naps, nursing, or just to decompress Work with high-caliber and innovative professionals Access to unlimited snacks and beverages in our lounge area Monthly, Quarterly, and Semi-Annual company sponsored events 401K Safe Harbor Plan and Match Onsite gym membership Divvy bike access A fun and collaborative environment Spider.

Rock is an Equal Opportunity Employer