Client Services Representative

Summary: NinjaTrader is an industry-leading trading platform and futures broker dedicated to empowering traders. The Client Services Representative will assist customers with account and technology-related issues, ensuring a world-class customer experience while leveraging various productivity applications and collaborating with internal teams. Responsibilities: - Leverage phone and email to help resolve client support inquiries regarding their account and our platform - Assist clients with various inquiries such as account setup, technical support, troubleshooting accounts, and treasury-related items - Educate and empower customers to get the most out of the NinjaTrader product line - Become a power user of Outlook, HelpSpot, Confluence, Jira, and other productivity applications - Efficiently and accurately manage customer data using Salesforce - Collaborate with internal teams including our 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 the world of 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 - Regularly assist with beta testing new software updates Required Qualifications: - 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 Preferred Qualifications: - 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 - Knowledge of the trading industry is a plus but not required Required Skills: Computer Skills, CRM Software, Customer Service Ticketing Software, Technical Troubleshooting, Salesforce, Outlook, HelpSpot, Confluence, Jira, Trading Industry Knowledge, Empathy, Spanish Benefits: 401k with 3.5% Company Match, Generous PTO, 7 Paid Holidays Annually + 5 Conditional Holidays Annually, 1 Service Day Annually, Paid Parental Bonding Leave, Health, Vision, Dental Coverage, Life and Disability Insurance Covered 100% by NinjaTrader