Client Services Associate (Futures)

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 Role Summary
 
GAIN Futures, a division of GAIN Capital Holdings, Inc. (NYSE: GCAP) is a direct access futures brokerage firm that offers on-line trading for both electronic and “pit” markets through our proprietary platform. GAIN Capital is a global provider of online trading services, specializing in foreign exchange and contracts for difference (CFDs) servicing a diverse client base of retail and institutional investors from over 140 countries. Our combined businesses make us one of the largest and best-known brands in the retail Forex/Futures industry. GAIN Futures has offices located in Powell, Ohio and Chicago, Illinois. GAIN Futures is seeking an experienced, energetic, enthusiastic, and hardworking Client Services Representative to help support our rapidly growing client base. Candidate will work as part of a team in a dynamic environment of change and growth, with exposure to cutting-edge technology.
 
Key Responsibilities
 
  • Act as primary point of contact within company for all clients and brokers contacting Support through the varied mediums to request support (call center and Live Person chat/email/ticket)
  • Perform online meetings/webinars for current or prospective clients, brokers, or vendors requesting additional details of application usage
  • Act as primary source for internal resources for client commission adjustments
  • Perform all Advanced Problem Research prior to elevating issues to level 2 or 3 support
  • Provide support for all applicable software which is used by futures clients, whether proprietary or 3rd party
  • Use deep subject matter/functional expertise, influence and process skills to help customers identify and meet their high priority needs
  • Jointly develop practical implementation plans for problem resolution
  • Generate practical, sustainable and creative options to solve problems and create new business opportunities, while maximizing existing resources
  • Proactively develop and maintain technical knowledge in specialized area(s), remaining up-to-date on current software, trends and best practices
  • Perform assessments and listen to customers to understand and anticipate their needs and determine their priorities in the context of the overall enterprise
  • Key resource in developing training curricula
  • Primary resource for maintaining FAQs, Atlassian Confluence spaces, and internal support documentation
  • Perform QA related activities, as required
 
Skills, Knowledge & Experience Required
 
  • Bachelor's Degree in Business, Marketing, Computer Science, or related discipline (preferred)
  • Minimum 2 years related experience in financial services sales / support / help desk (required)
  • Excellent analytical & communication skills
  • Experience with QA and Testing (preferred)
  • Ability to work under pressure
 
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