Client Support Representative (Fintech)

TL;DR

Client Support Representative (Fintech): Providing front-line infrastructure support and proactive monitoring for global capital markets services with an accent on triage, incident management, and client communication. Focus on resolving technical issues across network, systems, and applications while coordinating with L2 operational teams.

Location: Hybrid (Must be based in Chicago, IL), 3 days a week in the office

Salary: $50,000 - $70,000 USD

Company

hirify.global provides market data services and customized managed infrastructure solutions for the global capital markets community.

What you will do

• Monitor alert systems, respond to the service operation hotline, and triage inbound support requests.
• Perform first-level problem determination for network, system, and application issues.
• Manage formal communications with clients, vendors, and financial exchanges to resolve inquiries within OLAs.
• Collaborate with Subject Matter Experts and L2 support teams to ensure successful issue resolution.
• Record all tickets in the CRM system and generate statistics on KPIs and resolution times.
• Participate in a global 24x7 support rotation, including one weekend shift every three weeks.

Requirements

• Must be based in Chicago, IL for hybrid office attendance.
• 2+ years of experience in a customer-facing support role.
• Degree or diploma in Computer Science, Computer Engineering, or a related discipline.
• Working knowledge of Linux, Windows systems, network configuration, and general troubleshooting.
• Proficiency with Salesforce or other CRM systems.
• Excellent verbal and written English communication skills.

Nice to have

• ITIL certification.
• Understanding of Financial Markets (Equity, Futures, Options).

Culture & Benefits

• Opportunity to work in a global company across multiple jurisdictions (EMEA, AMRS, APAC).
• Engagement in internal projects and strategic initiatives beyond daily operations.
• Collaborative environment with a focus on open communication and sharing resources.
• Equal opportunity employer committed to merit-based decisions.