Helpdesk Technician

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 a call 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 but not 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