Hybrid API Support Analyst I

Interactive Brokers Group; Chicago (IL); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Bonus and stock grants

Health benefits

401(k) retirement plan

Wellness programs

Job summary

Interactive Brokers is seeking a Level 1 API Support Analyst in Chicago to be the first point of contact for clients using IBKR API products. You will handle inquiries via phone, chat, and tickets, guiding customers through basic API integration and directing them to documentation.

The role requires translating technical concepts for varied client backgrounds and elevating complex issues to specialized teams as needed.

Qualifications

• Bachelor's degree or equivalent experience preferred.
• Basic understanding of programming concepts and coding.
• Excellent written and verbal communication skills.
• Ability to translate technical concepts to clients with varying levels of proficiency.
• Strong problem-solving abilities.
• Customer-service oriented mindset.
• Ability to work in a fast-paced environment.

Responsibilities

• Respond to client inquiries via phone, chat, and support tickets in a timely and professional manner.
• Address basic questions related to third-party integrations with IBKR API.
• Guide clients through initial API connection processes.
• Direct clients to relevant documentation and resources.
• Triage market data inquiries and elevate as appropriate.
• Route complex technical issues to specialized teams including API Integration, APIL2, AM-API, and FIXENG teams.
• Document client interactions accurately in the support system.
• Follow established support protocols and workflows.

Skills

Programming basics

Communication skills

Technical communication

Problem solving

Customer service

Adaptability in fast-paced environment

Education

Bachelor's degree or equivalent experience

Job description

Interactive Brokers is seeking a Level 1 API Support Analyst in Chicago to be the first point of contact for clients using IBKR API products. You will handle inquiries via phone, chat, and tickets, guiding customers through basic API integration and directing them to documentation.

The role requires translating technical concepts for varied client backgrounds and elevating complex issues to specialized teams as needed.