Client Services Representative

What you'll do:

Our Client Services Team is the front line of support for thousands of NinjaTrader clients worldwide, helping them get the most out of our trading platform and services. As a Client Services Representative, you'll report to a Team Lead-Client Services and combine real-time problem solving with genuine care for customers, resolving account and technology-related issues to deliver a world-class experience for traders around the globe.

In this role you will:

• Resolve client support inquiries via phone and email regarding accounts, platform functionality, technical issues, and treasury-related items
• Educate and empower customers to get the most out of the NinjaTrader product line
• Manage customer data efficiently and accurately using Salesforce
• Collaborate with internal teams including the Trade Desk, Technical Support, and Compliance teams
• Identify and communicate emerging client needs and feature requests to management and other internal teams
• Guide clients in navigating commodity futures and NinjaTrader's services
• Assist management in creating and revising policies based on customer feedback
• Contribute to continuous team and client experience improvements by creating knowledge articles and email templates
• Support beta testing of new software updates
• Develop expertise in Outlook, HelpSpot, Confluence, Jira, and other productivity applications

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 issues
• Ability to explain complex information or instructions in a simple, understandable way
• Strong time management skills with the ability to follow up on multiple issues and customer service requests
• Excellent written and verbal communication skills
• Tech-savvy mindset with the ability to troubleshoot computer issues directly with clients

Bonus Points for:

• Written and spoken fluency in Spanish and/or Portuguese
• A minimum of 1 year of customer service experience, preferably in a high-volume technology company
• Prior experience with CRM software and customer service ticketing software
• Familiarity with the trading industry

Compensation:

The salary for this role will be $54,000.00 USD. 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 401(k) 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 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
  6 Company Wide Office-Optional weeks tied to major holidays