Technical Support Specialist

United States·Chicagomid

Customer SupportTechnical Support Specialist

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Quick Summary

Key Responsibilities

Technical Troubleshooting Diagnose and resolve hardware and software issues across Mac, Windows, iOS, Android, and Linux Troubleshoot platform access, login problems, two-factor authentication,

Requirements Summary

5-10% of base salary based on individual and company performance About IGNA + tasty IG North America is home to tastytrade, tasty live , tastyfx,

Technical Tools

Customer SupportTechnical Support Specialist

Responsibilities

~1 min read

Diagnose and resolve hardware and software issues across Mac, Windows, iOS, Android, and Linux
Troubleshoot platform access, login problems, two-factor authentication, and connectivity issues
Resolve network problems, VPN configurations, firewall settings, and ISP conflicts
Assist with software installation, updates, and version compatibility
Troubleshoot display issues, multi-monitor setups, data feeds, and order entry system errors

Provide friendly, professional support via phone, email, and chat
Guide customers through troubleshooting steps using clear, verbal instructions tailored to their skill level
Document all interactions thoroughly in Salesforce
Manage multiple support channels while maintaining high-quality service
Escalate complex issues to Trade Desk Representatives or Engineering when needed

Assist with platform navigation, customization, and workspace optimization
Guide users through settings, preferences, and configuration options
Help customers transition seamlessly between desktop, web, and mobile platforms

Create detailed JIRA tickets for bugs, feature requests, and functionality issues
Document technical issues with reproduction steps, screenshots, and error messages
Identify patterns in customer issues and communicate systemic problems to Engineering
Test platform updates in staging environments
Collaborate with Product Content team to improve help documentation

1-3 years in customer service, support, help desk, or technical support role
Experience supporting users across multiple operating systems and devices
Familiarity with ticketing systems (JIRA, Confluence, Salesforce) preferred
Financial services or trading platform experience a plus but not required
Genuine curiosity and drive to learn about financial services

Strong proficiency with Mac, Windows, iOS, and Android operating systems
Understanding of networking concepts (DNS, IP addressing, ports, firewalls, VPNs)
Knowledge of web browsers (Chrome, Safari, Firefox, Edge) including settings and developer tools
Familiarity with monitors, cables (HDMI, DisplayPort, USB-C, Lightning), and peripherals
Ability to read error logs and diagnostic information