Client Services Representative

What you'll do:

The ideal candidate will have a passion for helping people and an interest in learning about the trading industry and technology. This individual enjoys solving problems in real time and assisting customers with account- and technology-related issues. Working on our Client Services team, you will report directly to the Manager while receiving ongoing coaching and operational guidance from the Team Lead. You will also support thousands of clients worldwide to help deliver a world-class customer experience.

In this role you will:

• Leverage phone, chat, and email to resolve client support inquiries regarding customer accounts and our platform
• Assist clients with account setup, technical support, account troubleshooting, and treasury-related inquiries
• Educate and empower customers to get the most out of the NinjaTrader product line
• Become a power user of Gmail, Confluence, Jira, and other productivity applications
• Efficiently and accurately manage customer data using Salesforce
• Collaborate with internal teams, including Trade Desk, Technical Support, and Compliance
• Identify and communicate emerging client needs and feature requests to management and other internal teams
• Guide clients in navigating the world of commodity futures and NinjaTrader's services
• Assist management in creating and revising policies based on customer feedback
• Regularly participate in beta testing new software updates

What you'll need:

• Strong computer skills and the ability to learn complex systems quickly
• Empathy and the ability to connect with customers while showing genuine care for their concerns
• Ability to explain complex information and instructions in a clear, understandable way
• Strong time management skills with the ability to manage multiple customer requests and follow up effectively
• Excellent written and verbal communication skills
• A tech-savvy mindset with the ability to troubleshoot computer issues directly with clients

Bonus points for:

• Written and spoken fluency in Spanish, Portuguese, Italian, German, French, etc.
• A minimum of one year of customer service experience, preferably within a high-volume technology company
• Experience with CRM software and customer service ticketing systems
• Knowledge of the trading industry

Compensation:

The salary for this role will be $54,000.00. In addition, this position will also receive an annual target bonus of 4%. Bonus pay at NinjaTrader is based on individual performance (50%) as well as company/team performance (50%).

Salary and bonus earnings are only two components of the total compensation package offered by NinjaTrader. NinjaTrader offers a 401K plan through ADP under which the company will match up to 3.5% of employee contributions. Annual paid time off allowance accrues at a rate of 18 days per year (some positions may qualify for more) plus seven paid holidays.

Location:

This role is based in Chicago, IL. We are not open to remote candidates for this role.

Hybrid:

For Chicago-based employees, we follow a hybrid work schedule: In-office Tuesday through Thursday, with remote work on Mondays and Fridays. In addition to these weekly remote days, we offer:

• 20 additional flex remote days annually
• 5 Company Wide Office-Optional weeks tied to major holidays