TraderTools Inc. · 6 days ago

Customer Support Engineer

New York, United States

Full-time

Remote

Entry Level

$80,000/mo - $90,000/mo

2+ years exp

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Responsibilities

Manage multiple cross-product customers, ensuring seamless support and satisfaction.

Communicate effectively with both technical and non-technical stakeholders.

Guide customers through a series of actions to resolve issues.

Provide prompt and accurate feedback to customers, keeping them informed at every step.

Follow up with clients to confirm their applications are fully functional post-troubleshooting.

Properly escalate unresolved issues to appropriate internal teams (e.g., direct manager, developers).

Handle technical support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner.

Multi-task and prioritize multiple support requests under time constraints.

Draft technical documents, resolution steps, and technical support FAQs.

Deliver an outstanding onboarding and support experience to customers.

Qualification

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Technical Support

Required

2-3 years of experience in technical support or a related customer-facing role, including at least one year in a technical role within a global company. (Foreign Exchange industry - Significant Advantage)

Proven ability to provide effective service in a timely manner, adhering to the company's SLA.

Customer-oriented mindset with a passion for customer interaction.

Detail-oriented with strong analytical and problem-solving skills.

Ability to prioritize and switch between a variety of time-sensitive issues.

Strong technical skills with the ability to quickly and independently learn new technologies.

Capability to work independently as well as part of a team.

Excellent communication skills, both verbal and written.

Willingness to work day/night shifts.