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 Spider Rock's proprietary algorithms

* Troubleshoot system and client connectivity issues

* Investigate order routing issues between Spider Rock 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 onsite 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

* Work with high-caliber and innovative professionals

* 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

Spider Rock is an Equal Opportunity Employer