Client Technical Support Representative

Job Description

Interactive Brokers Hong Kong Limited ("IBHK") is looking for a Client Technical Support Representative who will assist clients with inquiries about our range of trading offerings and act as a liaison between internal teams and customers to ensure a prompt and effective resolution to bugs and issues.

The ideal candidate will be analytical with an affinity for problem-solving and troubleshooting technical and software issues. They should be able to recognize, investigate, and escalate client-reported issues related to our platforms.

If you are motivated, have initiative and are analytical and methodical, we can offer you a position that will challenge and reward you as part of a team building one of the world's strongest brokerage brands.

Responsibilities

• Serve as the first point of contact for clients via phone, chat, and tickets, delivering a friendly and professional client experience
• Listen actively, ask the right questions, and guide clients step-by-step toward a resolution
• Support clients using Interactive Brokers' trading platforms on desktop, web, and mobile
• Partner with internal technical teams to escalate more complex issues, acting as the client's advocate throughout the process
• Spot recurring client pain points and share feedback to help improve our products and services

Requirements

• Experience in acall center, customer service, or client support role (any industry, financial services experience is a plus)
• A confident, friendly phone manner with excellent verbal and written communication skills
• Comfortable with everyday computers, apps, and technology, a technical background is a plus butnot required
• A calm, patient, problem-solving mindset
• Fluency in Cantonese and English (Mandarin is a plus)
• Bachelor's degree preferred, fresh graduates and career-changers with the right service experience are encouraged to apply

Company Benefits & Perks 

• Competitive Salary, annual performance-based bonus and stock grant
• Excellent health and welfare benefits including medical, dental, specialist and in-patient  
• Competitive package of Annual Leave
• Daily lunch ordered in house with fully stocked kitchen
• Great work life balance
• Unique opportunity to gain exposure to global financial products, markets and clientele
• Opportunities for career progression and job scope expansion in a global company with growing local presence
• Hybrid work arrangement role permitting