The Trader Support Team needs to maintain high user satisfaction and drive referrals by providing positive, user-focused, and team-oriented support to traders. The role aims to enhance the user experience by ensuring traders have a deep understanding of the financial markets and trading platforms.
Requirements
- Use technical ability to master trading platforms, internal tools, and proprietary systems.
- Familiarity with CRM tools
- Ability to type a minimum of 30 WPM
- Comfort with remote work and asynchronous tools to communicate
- Participate in beta testing new features.
- Skillfully troubleshoot incoming inquiries, determining severity, and escalating to the appropriate team when necessary.
Responsibilities
- Use technical ability to master trading platforms, internal tools, and proprietary systems.
- Skillfully troubleshoot incoming inquiries, determining severity, and escalating to the appropriate team when necessary.
- Actively participate in improving Topstep’s trader-focused Learning Center, and our internal knowledge bases.
- Participate in beta testing new features.
- Own trader interactions from start to resolution through all of our support channels which include; live chat, phone calls, and Discord.
- Maintain in-depth product knowledge through ongoing education.
- Contribute to team goals by focusing on cSAT, Quality Assurance, and overall response times.
Other
- Weekend availability is required for this position.
- Must be able to work full-time (5 days/week) — must be available to work Saturday and/or Sunday as part of your regular schedule. Start times range from 6:00 AM to 5:00 PM.
- Able to work onsite in Chicago, Illinois
- Outstanding interaction with traders is your top priority
- Reasonable understanding of white-glove care
