Technical Support Supervisor – Client Services
Company Overview
Interactive Brokers Group, Inc. (Nasdaq: IBKR) is a global financial services company headquartered in Greenwich, CT, USA, with offices in over 15 countries. We have been at the forefront of financial innovation for over four decades, known for our cutting-edge technology and client commitment.
IBKR affiliates provide global electronic brokerage services around the clock on stocks, options, futures, currencies, bonds, and funds to clients in over 200 countries and territories. We serve individual investors and institutions, including financial advisors, hedge funds and introducing brokers. Our advanced technology, competitive pricing, and global market help our clients to make the most of their investments.
Barron's has recognized Interactive Brokers as the #1 online broker for six consecutive years. Join our dynamic, multi-national team and be a part of a company that simplifies and enhances financial opportunities using state-of-the-art technology.
About the role
As a Client Technical Support Supervisor at Interactive Brokers, you will play a crucial role in leading and supervising a team of client support professionals to ensure exceptional technical assistance and client service to our clients. This role requires effective communication skills to manage and resolve complex technical issues faced by our clients. If you have initiative, are motivated, analytical, and methodical, and enjoy working with people, this position will challenge and reward you. In addition, you will be part of a team that is building one of the world’s strongest brokerage brands.
Responsibilities
- Supervisory Leadership: Lead, mentor, and guide a team of Technical Assistance Client Support Representatives, fostering a positive and collaborative team environment.
- Issue Resolution: Oversee the troubleshooting and resolution of complex technical issues related to trading platforms, account setup and software functionalities.
- Client Communication: Communicate professionally and effectively with clients, acting as an escalation point and providing clear and concise solutions to their technical problems while maintaining high client satisfaction.
- Process Improvement: Identify areas for process improvement within the technical support workflow, proposing and implementing strategies to enhance efficiency and effectiveness.
- Training and Development: Develop and conduct training sessions for team members to ensure they are up-to-date.
- Performance Metrics: Monitor and analyse key performance metrics to ensure the team meets or exceeds defined service level agreements (SLAs).
- Escalation Management: Manage and escalate critical technical issues to appropriate internal teams while keeping clients informed about issue resolution progress.
- Documentation: Ensure accurate documentation of client interactions, technical issues, and resolutions in internal systems.
- Reporting: Prepare and present regular reports to management, highlighting team performance, trends in technical issues, and areas for improvement.
Requirements
- Bachelor’s degree preferred if in STEM fields, a valid IT certification, or equivalent experience of no less than five years.
- Three-plus years in a client-facing support role.
- Five-plus years of experience working with Windows, Macs, software and connectivity support.
- Previous experience in a supervisory, team lead or technical lead role demonstrating effective leadership and coaching skills.
- Excellent communication and interpersonal skills, with the ability to interact professionally with clients and internal stakeholders.
- Experience working with support ticketing systems (knowledge of Confluence/JIRA is a plus)
- Adaptable to a constantly evolving technical environment.
- Initiative and desire to learn new skills/technologies and remain current with the latest trends.
- Passion for solving technical problems.
- Languages: Fluency in English is a must. Proficiency in any other is a plus.
- Experience with financial products and services is a plus.
Company Benefits & Perks:
- Competitive salary package.
- Performance-based annual bonus (cash and stocks).
- Group Medical & Life Insurance.
- Modern offices with free amenities & fully stocked cafeterias.
- Monthly food card & company-paid snacks.
- Hardship/shift allowance with company-provided pickup & drop facility*
- Attractive employee referral bonus.
- Frequent company-sponsored team-building events and outings.
* Depending upon the shifts.
**The benefits package is subject to change at the discretion of management. **