Technical Support Specialist

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, 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.

Customer Support

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

Platform and User Education

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

Engineering Collaboration

• 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 the Product Content team to improve help documentation.

Requirements

Experience

• 1–3 years of experience in customer service, support, help desk, or technical support.
• Experience supporting users across multiple operating systems and devices.
• Familiarity with ticketing systems such as JIRA, Confluence, and Salesforce is preferred.
• Financial services or trading platform experience is a plus.
• Curiosity and willingness to learn about financial services.

Technical Skills

• Strong proficiency with Mac, Windows, iOS, and Android operating systems.
• Understanding of DNS, IP addressing, ports, firewalls, and VPNs.
• Knowledge of Chrome, Safari, Firefox, and Edge, including browser settings and developer tools.
• Familiarity with monitors, cables, and peripherals.
• Ability to read error logs and diagnostic information.
• Proficiency with Salesforce, Microsoft 365, JIRA, and Slack.
• Familiarity with remote support tools for screen sharing.
• Fast typing skills, with a minimum speed of 50 WPM.

Communication and Problem-Solving

• Exceptional verbal and written communication skills.
• Ability to explain technical concepts clearly to non-technical users.
• Active listening, patience, and empathy with frustrated customers.
• Strong analytical and systematic troubleshooting approach.
• Detail-oriented with excellent documentation skills.
• Adaptability and willingness to learn quickly.

Compensation and Benefits

• Salary range: $55,000–$65,000.
• Discretionary performance bonus of 5–10% of base salary based on individual and company performance.
• Stock purchase options.
• 401(k) plan.
• Medical, dental, and vision benefits.
• 20 paid vacation days, plus an additional paid vacation day during the employee's birthday month.
• 10 paid sick days.
• Gym membership reimbursement and in-building gym.
• Commuter benefits and shuttle to/from Metra.
• Pet insurance.
• Wellness and mental health programs.
• Charitable donation matching.
• Two paid volunteer days off.
• Daily catered lunch and an office kitchen with snacks and beverages.