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.

WHAT YOU WILL DO

• 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

WHAT WE ARE LOOKING FOR

• 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 a hybrid environment (minimum 3+ days in office per week) at our downtown Chicago state of the art office

• Local to Chicagoland area only or willing to relocate to Chicago

WHAT TO EXPECT

• 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

• Hybrid work environment

• Work with high-caliber and innovative professionals

• Weekly catered lunches

• 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

SpiderRock is an Equal Opportunity Employer