Technical Assistance Center Representative

CA-BC-Vancouver
ID
2016-1542
Department
Customer Service/Support

Overview

Interactive Brokers Canada Inc. seeks a Technical Support Representative to join our downtown Vancouver, BC location. The  "TAC" team is focused on ensuring a solid user experience through the responsive support of our trading software.  As a member of the technical assistance team, you will assist customers with inquiries pertaining to all of our software products and act as a liaison between internal teams and customers to ensure a prompt and effective resolution of bugs and issues.  You have the networking and programming knowledge to troubleshoot issues that pertain to our trading client programs.  You are probing and analytical, and are able to recognize, test, and escalate new bugs within our software. 

 

Interactive Brokers Canada Inc., a subsidiary of Interactive Brokers Group, Inc.(NASDAQ:IBKR), is a direct access electronic broker catering to the needs of professional and frequent traders, institutional investors, financial advisors, and introducing brokers. Our clients have access to more than 100 market centers in 26 countries from a single account. We are the lowest cost provider of brokerage services and the largest U.S. electronic broker based on daily average revenue trades executing 657,000 trades per day *. Our employees are part of a dynamic, multinational, fast paced, results oriented team working to provide our customers with state-of-the-art trading technology, superior execution capabilities, worldwide electronic access, and sophisticated risk management tools.

 

*Figures as of March 31, 2017. For more information about Interactive Brokers visit: wwwinteractivebrokers.com

Responsibilities

  • Become an expert with IB's trading software and gain a deep understanding of the products we offer
  • Assist a diverse range of domestic and international customers with installing, configuring, and troubleshooting our trading software and our website
  • Escalate issues to software developers and server operators
  • Address inquiries and issues regarding IB's two-factor secure login system

 

Qualifications

Minimum Qualifications:

  • Bachelor's degree
  • Prior experience in a customer-facing role
  • Excellent written and verbal communication skills
  • Experience troubleshooting networking or software related issues
  • Written and Spoken Mandarin on a Native Speaker level is mandatory

 

Preferred Qualifications:

  • Bachelor's degree or higher in a STEM (Science, technology, engineering and mathematics) field
  • 2 years in a network or software support role, primarily in a call-center or real-time support environment
  • Experience with Unix and basic Unix commands
  • Financial services industry related experience and knowledge of common financial products
  • Written and Spoken Mandarin on a Native Speaker level, French is a plus

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