Customer Support Analyst – Forex Trading Platforms

About the Role

We are looking for a Customer Support Analyst to assist users of forex trading platforms. You will serve as the main liaison for clients, delivering prompt and useful resolutions for technical and software-related questions. Your work will involve guiding clients through the intricacies of trading software to enhance their overall experience. This vital role serves as a link between user needs and technical resolutions, necessitating a professional who is both technically skilled and service-oriented. You will operate within a managed, remote work setting that prioritizes professional service and clear communication, supported by the training and resources required to excel in your duties.

Requirements

• You need practical experience providing support for trading or forex broker platforms, specifically MetaTrader 5 or 4.
• You must have a minimum of three years of professional experience in technology-related support or customer service, with a proven ability to solve complex problems across chat, email, or phone.
• You require at least two years of experience using structured systems for ticket management.
• You must be organized, capable of multitasking, and demonstrate superior English language proficiency.
• You need to be proficient in Google Docs and MS Excel.
• You should be resourceful and proactive, capable of independent decision-making.
• You must be available to work from 2:00 PM to 11:00 PM PHT, Monday through Friday.
• Prior experience with software testing, fintech environments, Intercom, or Jira is preferred.

Responsibilities

• You will provide timely assistance to clients via telephone, live chat, and email.
• You will utilize internal tools to troubleshoot platform problems and differentiate between system malfunctions and user errors.
• You will handle support requests using software such as Intercom and Jira.
• You will answer user inquiries related to trading technology.
• You will support the new client onboarding process by customizing and setting up software based on standard protocols.
• You will monitor the status of onboarding, ensure milestones are documented accurately, and facilitate project progression.
• You will participate in deployment testing according to QA guidelines.
• You will record, track, and report any technical defects or bugs encountered during testing.

Benefits & Perks

• This is a full-time, permanent position that is fully remote.
• You will be provided with a company laptop and all required home-office hardware.
• Health insurance coverage begins on your initial day of employment.
• You are entitled to 20 days of paid time off annually, consisting of 5 sick days and 15 days of vacation.
• Compensation includes 13th-month pay and all legally required benefits.
• You will receive thorough training, ongoing career development, and access to regular company events.
• Your performance and compensation will be reviewed on an annual basis.