Customer Success Associate (Remote)

Industry: Customer Success

Company: TrendSpider

Company Description

We are a small software development and research company headquartered in Chicago. Our team is focused on Fintech projects designed to leverage big data and machine learning in the financial markets. Our software product is an innovative, customizable, fully automated technical analysis charting and monitoring platform for active traders and market analysis professionals. We pride ourselves in solving complex problems in simple ways and on finding interesting new ways to solve analysis problems in creative ways.

Customer Success Representative

TrendSpider LLC is seeking a Customer Success Representative to work with TrendSpider users in order to help them learn how to use our proprietary software by chatting with them online, over the phone and via email.

TrendSpider is a high end software application sold to professional/retail traders and investors to help them improve their market analysis. It comprises several subsystems: a market scanner, a charting and analysis platform, an automation layer, a backtesting engine, and an alerting system. These tools work together to reduce the amount of grunt work that human traders have to do, and thus saving them time, making them more efficient and improving their trading performance.

Because of the specialized market segment, all applicants should have a functional understanding of the high level concepts of trading, such as how to read a Candlestick chart, and a personal interest and curiosity to learn more.

Requirements

• Friendly, outgoing, upbeat, extraverted personality
• Ability to work independently and a desire to stay busy
• Understanding and working knowledge of trading or technical analysis
• Strong on verbal and written communication skills
• Basic understanding of high level concepts of financial trading
• Strong computer skills
• Curiosity and desire to learn new thing

Skills

1. Customer service experience with the personality to match
2. Understanding of how stock trading works, and basic technical analysis concepts
3. Strong intuitive understanding of web based software

The following skills are not required but are helpful:

1. Active day trading/swing trading experience
2. Understanding of specific technical analysis strategies such as Fibonacci, candlestick patterns, trendlines, etc.

Strong Plus

• Background in technical analysis
• Passion for trading financial markets
• Familiarity with technical indicators

Responsibilities

• Field customer chats, phone calls and emails
• Help customers with technical software issues, suggest ways customers can use the product to address their needs, and help troubleshoot as well as help non-technical issues such as billing questions, cancellation and refund requests
• Treat every customer as if they were your Grandmother – make it your mission to make them happy

Compensation

• $40K – 60K+ year base salary based on experience
• 40 hours per week / full time
• Competitive health benefits and PTO
• Work-from-home
• Potential for bonus and performance based compensation

To Apply

Please answer the following questions in your cover letter and e-mail to [email protected]. Walk ins and phone calls are not accepted, the only way to apply is via this e-mail address.

1. Tell us about a recent customer facing role you worked in. What was the most difficult customer situation you handled? What happened and how did it turn out?
2. What kind of experience do you have with trading? What kind of experience with technical analysis?
3. Do you trade for yourself? If so, what is your trading style? What kind of indicators or analysis techniques do you use and why?
4. What is a Japanese candlestick and why is it useful for traders?
5. What trading software or brokerage do you personally use?
6. Do you consider yourself an extravert or an introvert?