Trader Support Specialist - Overnight

Trader Support Specialist - Overnight

Our Trader Support Team drives our user satisfaction and is mentioned repeatedly as a reason our users would refer our company to others. As we grow, we want to ensure that we keep this team packed with positive attitudes, trader-focused people, and team players. This role will have the opportunity to learn about the financial markets, hone leadership skills, and take ownership of initiatives, all to continue driving the enthusiastic support of our traders. The successful candidate will be comfortable working non-standard hours, trader-focused, positive-results-driven, eager to learn new technical skills quickly, and will love working as part of a team. This role will be onsite in Chicago, Illinois. Coordinate with the supervisor for scheduling work hours. This means working 8 hours (plus a 30-min lunch break) starting 5 : 00pm (CT) or later.

5 : 00pm - 1 : 30am

6 : 00pm - 2 : 30am

7 : 00pm - 3 : 30am

8 : 00pm - 4 : 30am

9 : 00pm - 5 : 30am

10 : 00pm - 6 : 30am

Key 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.
• Coordinate with the supervisor for scheduling work hours. This means working 8 hours (plus a 30-min lunch break) starting 5 : 00pm (CT) or later.
• 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 and Key Competencies

Company Culture & Perks

New Hire Base Salary Range

Equal Opportunity Employer

Topstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws.