Hybrid API Support Analyst I

Interactive Brokers Group; Chicago (IL); Hybride; USD 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Bonus and stock grants

Health benefits

401(k) retirement plan

Wellness programs

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Programming basics

Communication skills

Technical communication

Problem solving

Customer service

Adaptability in fast-paced environment

Formation

Bachelor's degree or equivalent experience

Description du poste

This is Hybrid role (4 days in office /1 day remote)

About your Team:

As a Level 1 API Support Analyst at Interactive Brokers (IBKR), you will be the first point of contact for clients seeking assistance with our API products. You will handle inquiries through multiple communication channels and guide clients of
varying technical backgrounds through basic API integration processes.

What will be your responsibilities within IBKR:

• 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 escalate 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.

What required skill’s you need:

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

Desired Attributes

• Interest in financial markets and trading systems.
• Previous experience in a technical support role.
• Knowledge of financial APIs or trading systems (a plus).
• Ability to learn quickly and adapt to changing technologies.

To be successful in this position, you will have the following:

• Self-motivated and able to handle tasks with minimal supervision.
• Superb analytical and problem-solving skills.
• Excellent collaboration and communication (Verbal and written) skills.
• Outstanding organizational and time management skills.

Company Benefits & Perks

• Competitive salary, annual performance-based bonus, and stock grant awards
• 401(k) retirement plan with competitive company match
• Excellent health and wellness benefits, including medical, dental, and vision benefits. 100% employer-paid medical premiums, with generous employer contributions to dental & vision plans as well.
• Wellness screening and assessments, health coaches, and counseling services through an Employee Assistance Program (EAP)
• Generous paid parental leave (up to 16 weeks paid parental leave for eligible employees)
• Company-paid basic life insurance, accidental death & dismemberment (AD&D), and short- and long-term disability coverage
• Flexible Spending Accounts (Healthcare, Dependent Care, and Commuter FSAs)
• Quarterly fitness stipend to offset costs associated with traditional gym and fitness memberships or fees
• Education reimbursement and professional development opportunities
• Legal services, telehealth access, and voluntary insurance options
• Backup child and adult care support through Care.com
• Daily lunch allowance and fully stocked kitchen with healthy breakfast and snack options