Client Services Representative

The ideal candidate will have a passion for helping people and an interest in learning about the trading industry and technology. They will lean into real-time problem solving and assist customers with solutions to account or technology-related issues. This individual will work on our Client Services Team, reporting to a Team Lead-Client Services, and will respond to the needs of thousands of clients worldwide to ensure a world-class customer experience.

• Leverage phone and email to help resolve client support inquiries regarding their account and our platform
• 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 Outlook, HelpSpot, 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
• Contribute to continuous team and client experience improvements by creating knowledge articles and email templates
• Regularly assist with beta testing new software updates

• 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
• Tech-savvy mindset with the ability to troubleshoot computer issues directly with clients

• Written and spoken fluency in Spanish
• A minimum of 1 year of customer service experience, preferably in a high-volume technology company
• Prior experience with CRM software and customer service ticketing software
• Knowledge of the trading industry is a plus but not required