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Senior Client Support Analyst

SpiderRock Platform Services, LLC
Chicago, IL Full Time
POSTED ON 3/15/2025 CLOSED ON 4/9/2025

What are the responsibilities and job description for the Senior Client Support Analyst position at SpiderRock Platform Services, LLC?

We are searching for a polished and experienced Senior Client Support Analyst ready to join our service-centric Client Support team catering to our large institution clients that utilize our low latency proprietary trading platform. If you are a self-starter, love to problem solve, thrive and contribute to a growing team, then you have come to the right place. The Client Support Analyst is a full-time exempt position reporting to our Head of Desk Support.

WHAT YOU WILL DO

  • Provide level 1 and 2 trade, system and integration support at the direction of the client support manager. Such responsibilities include, but are not limited to :

First-level and second-level telephone, chat and email support to clients using either GUI-based or automated remote trading applications

  • Trade support and application-level troubleshooting of orders generated by SpiderRock's proprietary algorithms
  • Troubleshoot system and client connectivity issues
  • Investigate order routing issues between SpiderRock and multiple execution brokers
  • Perform QA of internal trading tools, algorithms and risk applications and document as needed
  • Assist in client-onboarding and account creation
  • Work closely with our Enterprise Operations, Sales / Business Development and Development teams
  • Train new support analysts and lead support team efforts

    • WHAT WE ARE LOOKING FOR

  • Bachelor's degree or equivalent experience
  • Concentrations on Finance, Economics, Mathematics or Computer Science are preferred
  • FIX protocol experience is recommended
  • Experience using SQL, Python, C#, and understanding US Equities and Derivatives (Indexes and Options), Futures
  • Required to obtain the SIE, Series 3, Series 7 and Series 63 licenses within 6 months of employment, a huge plus if you already have these licenses
  • Ability to resolve issues in a timely manner
  • Professional, motivated attitude
  • Strong interpersonal skills and communication
  • Manage multiple issues in a fast pace, high pressured technology environment
  • Independent self-starter and a keen attention to detail
  • Enjoys working in a fast paced, collaborative environment
  • Available to work in a hybrid environment (minimum 3 days in office per week) at our downtown Chicago state of the art office
  • Local to Chicagoland area only or willing to relocate to Chicago

    • WHAT TO EXPECT

  • Highly competitive pay, benefits and bonus structure
  • Health insurance (medical, dental, vision)
  • Voluntary ancillary plans (Life & AD&D, Short-Term Disability, Long-Term Disability, Critical Accident and Critical Illness)
  • Discounted pet insurance
  • Progressive time off benefits (unlimited PTO, maternity leave, paternal leave)
  • Wellness programs
  • Zen Den for meditation, naps, nursing, or just to decompress
  • Hybrid work environment
  • Work with high-caliber and innovative professionals
  • Weekly catered lunches
  • Access to unlimited snacks and beverages in our lounge area
  • Monthly, Quarterly, and Semi-Annual company sponsored events
  • 401K Safe Harbor Plan and Match
  • Onsite gym membership
  • Divvy bike access
  • A fun and collaborative environment

    • SpiderRock is an Equal Opportunity Employer

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