Client Services Representative

NinjaTrader; Chicago (IL); On-site; USD 55,000 - 65,000; Full time

Job summary

NinjaTrader is seeking a Client Services Representative to support thousands of clients worldwide, delivering a world-class experience across inquiries about accounts, platform features, and services.

You will resolve issues via phone, chat, and email, educate customers on product use, and work closely with internal teams to ensure customer satisfaction. Fluency in English and Spanish is required.

Qualifications

• Proficient in English and Spanish written and spoken.
• Ability to learn complex systems quickly.
• Excellent written and verbal communication skills.
• Empathy and ability to connect with customers.

Responsibilities

• Resolve client inquiries via phone, chat, and email for NinjaTrader platform and services.
• Assist with account setup, technical support, and treasury-related items.
• Educate customers on NinjaTrader products and features.
• Becoming a power user of Gmail, Confluence, Jira, and productivity tools.
• Manage customer data accurately in Salesforce.
• Collaborate with internal teams including Trade Desk, Technical Support, and Compliance.
• Identify and communicate client needs and feature requests to management.

Skills

Bilingual English/Spanish

Strong communication

Empathy

Problem solving

CRM familiarity (Salesforce)

Tools

Gmail

Confluence

Jira

Salesforce

Job description

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

• Leverage phone, chat and email to help resolve client support inquiries regarding their account and our platform in both English and Spanish.
• 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 Gmail, 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
• Regularly assist with beta testing new software updates

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?