Technical Support Specialist

Company & Role Company: tastytrade Role: Technical Support Specialist Location: Chicago, IL – In-Person (5 days/week) Reports to: Trade Desk Team Lead/Manager Licensure Required: None Responsibilities Technical Troubleshooting Diagnose and resolve hardware and software issues across Mac, Windows, iOS, Android, and Linux. Troubleshoot platform access, login problems, two‑factor authentication, and connectivity issues. Resolve network problems, VPN configurations, firewall settings, and ISP conflicts. Assist with software installation, updates, and version compatibility. Troubleshoot display issues, multi‑monitor setups, data feeds, and order entry system errors. Customer Support Provide friendly, professional support via phone, email, and chat. Guide customers through troubleshooting steps using clear, verbal instructions tailored to their skill level. Document all interactions thoroughly in Salesforce. Manage multiple support channels while maintaining high‑quality service. Escalate complex issues to Trade Desk Representatives or Engineering when needed. Platform & User Education Assist with platform navigation, customization, and workspace optimization. Guide users through settings, preferences, and configuration options. Help customers transition seamlessly between desktop, web, and mobile platforms. Engineering Collaboration Create detailed JIRA tickets for bugs, feature requests, and functionality issues. Document technical issues with reproduction steps, screenshots, and error messages. Identify patterns in customer issues and communicate systemic problems to Engineering. Test platform updates in staging environments. Collaborate with Product Content team to improve help documentation. Qualifications Experience 1‑3 years in customer service, support, help desk, or technical support role. Experience supporting users across multiple operating systems and devices. Familiarity with ticketing systems (JIRA, Confluence, Salesforce) preferred. Financial services or trading platform experience a plus but not required. Genuine curiosity and drive to learn about financial services. Technical Skills Strong proficiency with Mac, Windows, iOS, and Android operating systems. Understanding of networking concepts (DNS, IP addressing, ports, firewalls, VPNs). Knowledge of web browsers (Chrome, Safari, Firefox, Edge) including settings and developer tools. Familiarity with monitors, cables (HDMI, DisplayPort, USB‑C, Lightning), and peripherals. Ability to read error logs and diagnostic information. Communication & Problem‑Solving Exceptional verbal and written communication skills. Ability to explain technical concepts clearly to non‑technical users. Active listening, patience, and empathy with frustrated customers. Strong analytical and systematic troubleshooting approach. Detail‑oriented with excellent documentation skills. Adaptable and quick learner. Tools Proficient with Salesforce, Microsoft 365, JIRA, and Slack. Remote support tools for screen sharing. Fast typing skills (minimum 50 WPM). Company Perks & Benefits Performance Bonuses Stock Purchase Options 401k Plan Medical/Dental/Vision Benefits 20 Paid Vacation Days (plus an additional day the month of your birthday) 10 Paid Sick Days Gym Membership Reimbursement Commuter Benefits Pet Insurance Wellness & Mental Health Programs Charitable Donation Matching Two Paid Volunteer Days Off Daily catered lunch when in the office Full kitchen with snacks and beverages In‑building gym Shuttle to/from Metra Salary Range $55,000 – $65,000 (based on experience and qualifications) Discretionary performance bonus: 5‑10% of base salary based on individual and company performance. EEO Statement Our team is dedicated to building a diverse, inclusive, and authentic workplace. If your experience doesn't align perfectly, we encourage you to apply anyway. #J-18808-Ljbffr