Technical Assistance Center (TAC): Helpdesk Technician

Interactive Brokers ("IBKR"), a subsidiary of publicly-traded Interactive Brokers Group, Inc., based in Greenwich, Connecticut (NASDAQ: IBKR) is a low-cost provider of trade execution and clearing services for active traders, institutional investors, financial advisors and introducing brokers. IBKR’s premier technology provides electronic access to stocks, options, futures, forex, bonds, and funds worldwide from a single IBKR Integrated Investment account. IBKR is one of the largest online brokers by trade volume and is consistently ranked at the top of its field.
Our headquarters are in Greenwich, CT, USA. IBKR has offices in the United States, Australia, Canada, China, Estonia, Hong Kong, Hungary, India, Ireland, Japan, Russia, Singapore, Switzerland and United Kingdom.

IBKR is a member of NYSE, FINRA, and SIPC. Interactive Brokers Group brokerage affiliates are regulated by securities and commodities agencies around the world.

Interactive Brokers (HK) Ltd., seeks individuals for our Technical Assistance Center ("TAC") at our Hong Kong office. As a member of the technical assistance team, you will ensure a solid user experience while assisting customers with enquiries and troubleshooting any issues with our trading software products. We need a TAC representative that has good troubleshooting skills, will be probing and analytical, with the abilities to recognize, test, and escalate new bugs within our software.

Job Description and Responsibilities

• Technical and functional support for the Interactive Brokers desktop and mobile trading platforms, including connectivity and network testing, by phone, chats and tickets
• Liaising between internal teams and customers to ensure a prompt and effective resolution of escalated issues
• Managing escalations to our development team on technical issues
• Addressing client enquiries regarding IBKR’s two-factor secure login system

Qualification

• Bachelor’s degree with at least 2 years in a client facing role
• Experience with Windows/Mac software and connectivity support
• Personality: Self-confident, open, extroverted, good communication skills, flexible and able to work independently in a team-oriented environmen
• Languages: fluency in English and Cantonese is a must, with Mandarin being an advantage