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Client Services Representative

Chicago, IL

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JOIN US ON OUR MISSION TO BECOME THE #1 RETAIL TRADING PLATFORM IN THE WORLD

Welcome to the dynamic world of NinjaTrader! As an industry-leading trading platform and futures broker, we're empowering traders to take control of their financial destiny. How do we do it? We provide cutting-edge products and services that enhance the trading journey. Whether a seasoned pro or just starting out, NinjaTrader equips traders with award-winning software and brokerage services to navigate the world's leading financial markets with confidence.  

Our growth story is nothing short of exhilarating. Since 2003, NinjaTrader has been dedicated to understanding and supporting traders on their journey toward trading triumph. Through those efforts, our user base has grown to over 2 million users and we have become the number one rated futures brokerage worldwide. 

But we're not stopping there. We're constantly evolving, pushing boundaries, and modernizing the futures industry. Our commitment to innovation means users will always have access to dynamic tools, real-time support, and a community of like-minded traders.  

So, why work at NinjaTrader? Here, you're not just part of a team; you're part of a movement. We empower employees to reach new heights in their careers by providing a dynamic culture focused on social connection, professional development, and employee recognition initiatives. Sounds too good to be true? Take it from our employees. 

Join us as we redefine what's possible in trading, advocate for our customers, and continue our journey toward becoming the world's top retail-focused trading platform in the world.  

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
  • 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

Our Core Benefits Include:

  • Generous PTO
  • 7 Paid Holidays Annually + 5 Conditional Holidays Annually
  • 1 Service Day Annually
  • 401k with 3.5% Company Match
  • Paid Parental Bonding Leave
  • Health, Vision, Dental Coverage
  • Life and Disability Insurance Covered 100% by NinjaTrader

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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