Trader Support Specialist (Omaha) at Topstep in Remote

Summary: Topstep is a company focused on providing exceptional support to traders. The Trader Support Specialist will be responsible for managing trader interactions through various support channels, mastering trading platforms, and contributing to the overall growth and innovation of the company. Responsibilities: - Own trader interactions from start to resolution through all of our support channels which include; live chat, phone calls, and Discord - Use technical ability to master trading platforms, internal tools, and proprietary systems - Maintain in-depth product knowledge through ongoing education - Skillfully troubleshoot incoming inquiries, determining severity, and escalating to the appropriate team when necessary - Make every trader interaction complete; using empathy as well as knowledge - Actively participate in improving Topstep's trader-focused Learning Center, and our internal knowledge bases - Contribute to team goals by focusing on cSAT, Quality Assurance, and overall response times - Educate both existing and potential traders in their understanding of how Topstep works - Participate in beta testing new features - Contribute to the overall growth and innovation of the company through idea generation and active participation in collaborative team projects - Join us in shaping the future of Topstep, where your unique perspective and skills will play a vital role in driving success and satisfaction for our global community of traders Required Qualifications: - Access to highspeed internet - Ability to type a minimum of 30 WPM - Must be able to attend a training for all three weeks from 8:00 a.m. to 5:00 p.m. CST - Outstanding interaction with traders is your top priority - Reasonable understanding of white-glove care - Minimum of one year experience in a customer contact position - Familiarity with CRM tools - Full-time availability Monday-Friday. This means working 8 hours (plus a 30-min lunch break) starting between 7:00am- 8:00 am (CT). For instance: + 7:00am-3:30pm + 7:30am-4:00pm + 8:00am-4:30pm + 8:30am-5:00pm - Comfort with remote work and asynchronous tools to communicate - Desire for proactive communication with your colleagues - Strong organizational skills - Both goal- and results-oriented - Ability to handle ambiguity with confidence and ease - Willingness to notice and suggest improvements when necessary - Actively seeks feedback for continuous improvement Preferred Qualifications: - Bachelor's degree or comparable professional experience is preferred Required Skills: Customer service experience, CRM tools familiarity Important Skills: Typing speed 30 WPM, Technical troubleshooting Nice-to-Have Skills: Proactive communication, Empathy, organizational skills, Team player, Desire for feedback Benefits: Seven Company-paid Holidays and generous Family Leave., Paid time off is front-loaded., Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees., Vacations are encouraged with a bonus for taking 5 consecutive days., Employee referrals are bonused., Topstep offers a food and groceries budget and contributes towards health and wellness.