Technical Assistance Center Representative

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

Overview

The Interactive Brokers Group is a rapidly growing international securities firm with a substantial proprietary trading and global online brokerage operations in North America, Europe and Asia.

 

The Technical Assistance 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’ll 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. We are currently looking for a candidate for the downtown Vancouver office.

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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