Senior Client Support Analyst

We are searching for a polished and experienced Senior Client Support Analyst 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 Analyst is a full-time exempt position reporting to our Head of Desk Support.

• 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 SpiderRock's proprietary algorithms
  • Troubleshoot system and client connectivity issues
  • Investigate order routing issues between SpiderRock 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

• 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

• 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