Technical Assistance Associate I

Colonial Group; Chicago (IL); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Annual bonus

Stock grant awards

401(k) plan

Medical, dental, vision coverage

Wellness program

Parental leave

Life insurance

AD&D insurance

Disability insurance

FSA

Gym stipend

Education reimbursement

Legal services

Telehealth

Care.com support

Lunch allowance

Job summary

Colonial Group is hiring for a Client Support Specialist in a hybrid role based in the United States. You will assist clients across phone, chat, and tickets, providing technical and functional support for Interactive Brokers platforms on desktop, mobile, and web, and coordinate with internal teams to resolve issues promptly.

The ideal candidate is analytical, with strong problem-solving and communication skills, and comfortable in a fast-changing technical environment.

Qualifications

• Bachelor’s degree preferred in a technical or related field.
• 1+ years in a client-facing support role.
• Experience with Windows and Mac; software and connectivity support.
• Excellent written and verbal communication in English and French.

Responsibilities

• Provide support to clients via phone, chat, and tickets.
• Offer technical and functional support for Interactive Brokers platforms (desktop, mobile, web).
• Troubleshoot and manage issues with a focus on large-scale technical problems.
• Coordinate with internal teams to resolve client-reported issues quickly.

Skills

Analytical thinking

Problem-solving

Customer service

Communication skills

Team collaboration

French language

English language

Education

Bachelor’s degree

Tools

Ticketing systems

Windows & macOS

Mobile apps (iOS/Android)

Web platforms

Job description

This is a hybrid role (4 days in the office / 1 days remote).

As a member of theClient Techical Assistance Team, you will assist clients with inquiries about our range of trading offerings and act as a liaison between internal teams and customers to ensure prompt and effective bug and issue resolution.

The ideal candidate will be analytical and have an affinity for problem-solving and troubleshooting technical and software issues. They should be able to recognize, investigate, and accelerate client-reported issues related to our platforms.

If you are motivated, have initiative, and are analytical and methodical, we can offer you a position that will both challenge and reward you as part of a team that is building one of the world’s strongest brokerage brands.

Responsibilities:

• Providing support to clients through phone, chats, and tickets
• Technical and functional support for the Interactive Brokers’ platforms
  • Desktop applications (Windows, macOS, and Linux)
  • Mobile applications (Android and iOS)
• Troubleshooting and support for Interactive Brokers’ web-based offerings
• Problem management with a focus on wide-scale technical issues

Requirements:

• Bachelor’s degree, preferred if in a technical field
• 1+ years in a client-facing support role
• 1+ years of experience working with Windows and Mac, software support, connectivity support
• Excellent verbal and written communication skills and the ability to work effectively in a team environment
• Experience working with support ticketing systems
• Adaptable to a constantly changing technical environment
• Initiative and desire to learn new skills/technologies and remain up to date with the latest trends; a real passion for solving technical problems
• Experience with financial products and services is a plus
• Excellent command of written and spoken English & French

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.