Interactive Brokers - Client Technical Support Supervisor (Additional languages preferred)
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Requirements
• Bachelor’s degree preferred if in STEM fields, a valid IT certification, or equivalent experience of no less than five years. • Three-plus years in a client-facing support role. • Five-plus years of experience working with Windows, Macs, software and connectivity support. • Previous experience in a supervisory, team lead or technical lead role demonstrating effective leadership and coaching skills. • Ability of flexible work under pressure. • Excellent communication and interpersonal skills, with the ability to interact professionally with clients and internal stakeholders. • Motivating communicator and able to command respect from partners and peers. • Experience working with support ticketing systems (knowledge of Confluence/JIRA is a plus) • Adaptable to a constantly evolving technical environment. • Initiative and desire to learn new skills/technologies and remain current with the latest trends. • Passion for solving technical problems. • Languages: Fluency in English is a must. Proficiency in any other is a plus. • Experience with financial products and services is a plus. • Location and Hours: • Location and Hours: • 20 Fenchurch Street, London, EC3M 8AF8:00 am - 5 pm, Monday – Friday (currently a Hybrid model)
Responsibilities
• Supervisory Leadership: Lead, mentor, and guide a team of Technical Assistance Client Support Representatives, fostering a positive and collaborative team environment. • Issue Resolution: Oversee the troubleshooting and resolution of complex technical issues related to trading platforms, account setup and software functionalities. • Client Communication: Communicate professionally and effectively with clients, acting as an escalation point and providing clear and concise solutions to their technical problems while maintaining high client satisfaction. • Process Improvement: Identify areas for process improvement within the technical support workflow, proposing and implementing strategies to enhance efficiency and effectiveness. • Training and Development: Develop and conduct training sessions for team members, ensuring they are up-to-date. • Performance Metrics: Monitor and analyse key performance metrics to ensure the team meets or exceeds defined service level agreements (SLAs). • Escalation Management: Manage and escalate critical technical issues to appropriate internal teams while keeping clients informed about issue resolution progress. • Documentation: Ensure accurate documentation of client interactions, technical issues, and resolutions in internal systems. • Reporting: Prepare and present regular reports to management, highlighting team performance, trends in technical issues, and areas for improvement.
Benefits
• Career support and development • Salary commensurate with experience • Performance-based discretionary cash bonus scheme • Discretionary stock grant • Group Life Assurance cover • Group Income Protection • Occupational pension scheme based on gross earnings • Hybrid working model* • Annual leave above the statutory minimum, increasing with service • Daily company-paid lunch and healthy snack options (when working from the office) • Access to Private Medical Insurance, Dental Plan, and/or Health Cash Plan (including dependants)* • Corporate events • Travel season ticket loans* • Cycle to work scheme* • Subject to successful completion of the probation period
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