[Remote] Trader Support Specialist - Weekend

Note: The job is a remote job and is open to candidates in USA. Topstep is a company focused on providing excellent support to traders. The Trader Support Specialist role involves managing trader interactions, troubleshooting inquiries, and contributing to the improvement of the company's support resources while working in a remote environment. Responsibilities • 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. Skills • 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 • 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 Education Requirements • Bachelor’s degree or comparable professional experience is preferred 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. Company Overview • Topstep is a financial organization that enables resource traders to develop and learn in the trading industry. It was founded in 2012, and is headquartered in Chicago, Illinois, USA, with a workforce of 51-200 employees. Its website is https://www.topstep.com.