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Customer Support Technician

Location: Chicago, IL, United States
Job # 9173954
Date Posted: 04-12-2017
 
Summary:
 
The primary objective of this position is to support customers and clearing firms with installation, training, and problem resolution on all CQG products.
 
Responsibilities:
 
  • Provide responsive, courteous, and efficient customer service via telephone, web inquiries, chat and at the customer sites
  • Provide education and training to customers on all aspects of CQG products, including market data, technical analysis and trade routing interfaces
  • Utilize and maintain Customer Management Database software
  • Act as customer liaison with Data Quality/ Product Development in relation to product issues
  • Act as first escalation point for users – follow up as needed
  • Remove and escalate barriers to customer’s success
  • Attention to details and ability to provide native solutions to questions 
     
    Education, Experience, Skills:
     
  • Minimum 2-5 years call center experience
  • Basic understanding of financial markets is preferred
  • Strong interpersonal and written and oral communication skills are critical
  • Experience working with traders and clearing firms to resolve issue is preferred
  • Bachelor’s Degree, OR technical certification OR equivalent work experience
  • Working technical knowledge of Microsoft, IOS and Android devices 
     
     
    Working Conditions:
     
    Working conditions include fast-paced, dynamic environment including short deadlines and high workloads. Working with employees and customers from around the world is necessary.
     
    Competencies:
     
  • Ability to quickly develop and maintain a high level of knowledge of CQG products and remain current on product knowledge.
  • Demonstrated ability to empathize with customers, actively listen and focus on always diffusing a difficult situation.
  • A strong customer service orientation and commitment to insuring timely, qualify solutions.
  • Ability to understand technical concepts and communicate them to non-technical individuals.
  • Well organized, self-directed team player.
  • Excellent customer service skills and a strong desire to work with people.
  • Excellent problem solving skills
  • Ability to work accurately and quickly in a fast-paced environment 
About CQG:
For more than 30 years, CQG has provided the industry’s highest-performing solution for traders.  Our product offers integrated trade routing, market data, and advanced technical analysis. CQG provides access to more than 40 global exchanges, and our data feed consolidates over 100 sources for futures, options, fixed income, foreign exchange, and equities data for further analysis.  Visit www.cqg.com for more information.

CQG was founded in 1980, and is headquartered in Denver, Colorado, USA. We have over 350 employees in 14 offices including Chicago, Denver, Frankfurt, Glenwood Springs, London, Kiev, Moscow, New York, Samara, Sydney, Singapore, and Tokyo, Yerevan and Zelenograd. While our teams are globally distributed, the common factor is a group of intelligent and friendly professionals developing and supporting a leading-edge product.

Please apply through our career portal at www.careers.cqg.com.
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