Trader Support Specialist - Weekend

Description:

• Own trader interactions from start to resolution through all of our support channels which include; live chat, phone calls, and Discord.
• Use technical ability to master trading platforms, internal tools, and proprietary systems.
• Maintain in-depth product knowledge through ongoing education.
• Skillfully troubleshoot incoming inquiries, determining severity, and escalating to the appropriate team when necessary.
• Make every trader interaction complete; using empathy as well as knowledge.
• Actively participate in improving Topstep’s trader-focused Learning Center, and our internal knowledge bases.
• Contribute to team goals by focusing on cSAT, Quality Assurance, and overall response times.
• Educate both existing and potential traders in their understanding of how Topstep works.
• Participate in beta testing new features.
• Contribute to the overall growth and innovation of the company through idea generation and active participation in collaborative team projects.
• Join us in shaping the future of Topstep, where your unique perspective and skills will play a vital role in driving success and satisfaction for our global community of traders.

Requirements:

• Must be able to work full-time (5 days/week) — must be available to work Saturday and/or Sunday as part of your regular schedule. Start times range from 6:00 AM to 5:00 PM
• Access to highspeed internet
• Ability to type a minimum of 30 WPM
• Bachelor’s degree or comparable professional experience is preferred
• Outstanding interaction with traders is your top priority
• Reasonable understanding of white-glove care
• Minimum of one year experience in a customer contact position
• Familiarity with CRM tools
• Comfort with remote work and asynchronous tools to communicate
• Desire for proactive communication with your colleagues
• Strong organizational skills
• Both goal- and results-oriented
• Ability to handle ambiguity with confidence and ease
• Willingness to notice and suggest improvements when necessary.
• Actively seeks feedback for continuous improvement

Benefits:

• 9 Company paid Holidays and generous Family Leave. Paid time off is accrued monthly.
• Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees.
• Vacations are encouraged with a bonus for taking 5 consecutive days. Employee referrals are bonused. Topstep offers a food and groceries budget and contributes towards health and wellness.

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