Pico · 1 day ago
Client Support Representative
Chicago, IL
Full-time
Hybrid
Entry Level
$60K/yr - $70K/yr
2+ years expPico is a global company headquartered in New York, providing exceptional market data services and customized managed infrastructure solutions. The Client Support Representative will deliver high-quality service and support to clients, monitor infrastructure, and manage support cases, while working as part of a global team. The role involves significant client interaction and offers opportunities for involvement in internal projects.
Asset ManagementCloud InfrastructureCommunications InfrastructureFinancial ServicesFinTechService Industry
Responsibilities
Monitor Pico’s various monitoring and alert systems, monitor the Service Operation’s email and respond to the Service Operation hotline
Record all issues within Pico’s CRM system
Provide first level problem determination/triage on all issues (network/systems/application)
Acknowledge and resolve clients’ inquiries and issues within the prescribed Operational Level Agreement (OLA)
Engage the relevant Subject Matter Experts and other Service Operation personnel so they see the issue through to successful resolution within the agreed SLA escalation matrix
Interface with clients, vendors, market participants, and financial exchanges. Manage formal communications to clients
Generate statistics on issues raised, resolved, time to resolution and other Key Performance Indicators
Foster open communication between team members, peer team members, and managers to bring forward ideas on how they can collectively deliver more effective service
In fulfillment of the role, work as part of a global team that provides 24x7 Client Support coverage on a rotation basis
Qualification
Required
2+ years of experience in a similar customer facing role
Third Level Degree or diploma in Computer Science, Computer Engineering or a related discipline
Excellent verbal and written English-language communication skills to effectively manage the customer relationship
Strong process discipline with a working knowledge of Salesforce or other CRM system
Working knowledge of Linux & Windows systems, network configuration, and general troubleshooting
Ability to work constructively together as part of a team, sharing ideas and resources
Motivated and committed to excellence
Organized, methodical, and detail oriented
Good interpersonal skills, especially with clients
Ability to proactively engage the required resources to ensure the client expectation is exceeded in a timely manner
Results oriented, dedicated and ability to work on own initiative and as team player, attention to detail and ability to deliver to tight deadlines
Can quickly grasp and learn new technologies
Ability to remain calm and professional while dealing with client related issues
Ability to clearly explain complex technological concepts to a non-technical audience
Preferred
Experience in a financial industry support role
ITIL certification
Understanding of Financial Markets (Equity, Futures, Options)
Company
Pico
Pico is a provider of technology services for the global financial markets community.
201-500 employees
H1B Sponsorship
Pico has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (2)
2023 (2)
Funding
Current Stage
Growth StageTotal Funding
$372.4MKey Investors
Golden Gate CapitalIntel Capital
2022-07-13Private Equity· $200M
2020-12-08Series C· $135M
2019-11-01Series C
Leadership Team
Jarrod Yuster
CEO & Founder
Raymond Russell
Fellow
Recent News
2025-12-25
2025-11-28
Company data provided by crunchbase