Technical Support Specialist
$55,000–$65,000 year
On-site · Chicago, Illinois, United States
Job Summary
Provide frontline technical support for tastytrade’s trading platform, assisting customers via phone, email, and chat across Mac, Windows, iOS, Android, and Linux. Diagnose and resolve hardware/software issues, troubleshoot platform access, login problems, VPNs, firewall settings, and connectivity; assist with software installations and version compatibility; document bugs and feature requests, and create JIRA tickets. Collaborate with Engineering and Product Content teams, escalate complex issues, and guide users through platform navigation and configuration across desktop, web, and mobile. Maintain thorough documentation in Salesforce and support channels while delivering clear, empathetic customer service.
Required Qualifications
- 1-3 years in customer service, support, help desk, or technical support role
- Experience supporting users across multiple operating systems and devices
- Familiarity with ticketing systems (JIRA, Confluence, Salesforce) preferred
- Technical Skills: Mac, Windows, iOS, Android, networking concepts, VPN, firewalls
- Strong communication and problem-solving skills
- Ability to read error logs and diagnostic information
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