Technical Support Specialist
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Job Location:
Chicago, IL - USA
Monthly Salary:
$ 55000 - 65000
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
Company: tastytrade
Role: Technical Support Specialist
Location: Chicago IL In-Person (5 days/week)
Reports to: Trade Desk Team Lead/Manager
Licensure Required: None
As a Technical Support Specialist with tastytrade you will be the frontline expert for resolving technical and platform-related issues for our customers. You will assist traders via phone email and chat with everything from basic website navigation and software installation to complex troubleshooting of hardware operating system and connectivity issues across multiple platforms (desktop web mobile). Your role is critical in ensuring customers can access and utilize our trading technology seamlessly enabling them to focus on their trading strategies rather than technical obstacles. You will serve as the bridge between customers and our Engineering team documenting bugs feature requests and system improvements while providing exceptional technical support.
What Youll Do:
Technical Troubleshooting
- Diagnose and resolve hardware and software issues across Mac Windows iOS Android and Linux
- Troubleshoot platform access login problems two-factor authentication and connectivity issues
- Resolve network problems VPN configurations firewall settings and ISP conflicts
- Assist with software installation updates and version compatibility
- Troubleshoot display issues multi-monitor setups data feeds and order entry system errors
Customer Support
- Provide friendly professional support via phone email and chat
- Guide customers through troubleshooting steps using clear verbal instructions tailored to their skill level
- Document all interactions thoroughly in Salesforce
- Manage multiple support channels while maintaining high-quality service
- Escalate complex issues to Trade Desk Representatives or Engineering when needed
Platform & User Education
- Assist with platform navigation customization and workspace optimization
- Guide users through settings preferences and configuration options
- Help customers transition seamlessly between desktop web and mobile platforms
Engineering Collaboration
- Create detailed JIRA tickets for bugs feature requests and functionality issues
- Document technical issues with reproduction steps screenshots and error messages
- Identify patterns in customer issues and communicate systemic problems to Engineering
- Test platform updates in staging environments
- Collaborate with Product Content team to improve help documentation
Who You Are:
Experience
- 1-3 years in customer service support help desk or technical support role
- Experience supporting users across multiple operating systems and devices
- Familiarity with ticketing systems (JIRA Confluence Salesforce) preferred
- Financial services or trading platform experience a plus but not required
- Genuine curiosity and drive to learn about financial services
Technical Skills
- Strong proficiency with Mac Windows iOS and Android operating systems
- Understanding of networking concepts (DNS IP addressing ports firewalls VPNs)
- Knowledge of web browsers (Chrome Safari Firefox Edge) including settings and developer tools
- Familiarity with monitors cables (HDMI DisplayPort USB-C Lightning) and peripherals
- Ability to read error logs and diagnostic information
Communication & Problem-Solving
- Exceptional verbal and written communication skills
- Ability to explain technical concepts clearly to non-technical users
- Active listening patience and empathy with frustrated customers
- Strong analytical and systematic troubleshooting approach
- Detail-oriented with excellent documentation skills
- Adaptable and quick learner
Tools
- Proficient with Salesforce Microsoft 365 JIRA and Slack
- Remote support tools for screen sharing
- Fast typing skills (minimum 50 WPM)
CompanyPerks/Benefits:
- Performance Bonuses
- Stock Purchase Options
- 401k Plan
- Medical/Dental/Vision Benefits
- 20 Paid Vacation Days (plus anadditionalpaid vacationdaythe month of your birthday!)
- 10 Paid Sick Days
- Gym Membership Reimbursement
- Commuter Benefits
- Pet Insurance
- Wellness & Mental Health Programs
- Charitable Donation Matching
- Two Paid Volunteer Days Off
- Daily catered lunch when in the office
- Full kitchen with snacks and beverages
- In-building gym
- Shuttle to/from Metra
- Officelocatedin the West Loop - Chicagos growing center of tech great cuisine and high-end bars
Salary Range:$55000-$65000
The actual salary offered will be based on the candidates level of experience and qualifications
Discretionary performance bonus:5-10%of base salary based on individual and company performance
About IGNAtasty
IG North America is home totastytradetastylivetastyfx andtastycryptoa family of brands built to democratize trading and empower individual in Chicago bythe creators ofthinkorswimacquiredby London-based IG Group in 2021 we combine startup innovation with the backing of a global fintech leader with 50 years of experience.
From our headquarters in Chicagos Fulton Market our team builds award-winning trading platforms produceslive financial educationcontentdaily and creates technology that makes complex markets retail brokerage forself-directed investing and tradingwithtastyliveprovidingcontent to educate our the fastest-growing forex broker in the self-custody digital wallets for decentralized finance.
Werea lean collaborative team that values autonomy pragmatism and impact. Whetheryourebuilding technology creating content serving customers or supporting operationsyoullwork alongside people who are passionate about disrupting traditional finance and genuinely care about helping traders succeed. Our culture rewards initiative embraces experimentation and measures success by the value we create for our users.
Location:Our office is in the West Loop - Chicagos growing center of tech great cuisine and high-end bars.
tastytrade tastylive tastyfx tastycrypto
1330 W Fulton Market Chicago IL 60607
*Dont meet every single requirement Studies have shown that women and people of color are less likely to apply to jobs unless they have every single qualification. Our team is dedicated to building a diverse inclusive and authentic workplace so ifyoureexcited about thisrolebut your experiencedoesntalign perfectly we encourage you to apply anyway. You may be just the right candidate for this or other roles!
Required Experience:
IC
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
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