Customer Support Analyst – Futures Trading Platforms

About the Role

Offshore 24/7 is hiring a remote Customer Support Analyst to serve as the main point of contact for users of our futures trading platforms. This position requires delivering high-quality, precise technical support within a fast-paced environment to ensure a smooth trading experience. You will collaborate with a professional team, manage complex trading technology, and apply your deep knowledge of futures market operations to resolve user issues effectively.

Requirements

• The ideal candidate will possess at least three years of experience in a customer or technical support role, specifically within SaaS, software, or technology environments.
• You must have significant hands-on experience supporting futures trading platforms such as Rithmic, Tradovate, NinjaTrader, Quantower, ATAS, or Sierra Chart, alongside a strong functional understanding of futures market basics like contract symbols, order types, and trading sessions.
• A background in a futures prop firm or brokerage is highly desirable.
• Candidates should have at least two years of experience managing tickets via tools like Jira or Intercom.
• We require excellent English communication skills, proficiency in MS Excel and Google Docs, and the ability to work independently.
• You must be available for a Monday through Friday schedule from 2:00 PM to 11:00 PM PHT and demonstrate strong organizational abilities to handle multiple priorities.

Responsibilities

• You will be responsible for responding promptly to client inquiries through email, live chat, and phone channels.
• A core part of your duties involves troubleshooting platform and connection issues by diagnosing whether problems stem from user error or technical system failures.
• You will manage incoming support tickets within Jira and Intercom to ensure consistent and timely resolutions.
• Additionally, you will guide new clients through technical onboarding by configuring and customizing software platforms according to established procedures.
• Your role also includes tracking the progress of these onboarding milestones and maintaining detailed documentation.
• Furthermore, you will assist with deployment testing by following quality assurance procedures, clearly documenting any identified bugs or issues to facilitate prompt improvements.

Benefits & Perks

• This is a full-time, permanent position offering the convenience of 100% remote work.
• We provide all necessary work-from-home equipment, including a company laptop.
• Employees receive HMO coverage from their first day, 20 days of paid leave per year which includes 15 days of annual leave and 5 days of sick leave, 13th-month pay, and all government-mandated benefits.
• You will also participate in annual performance and rate reviews, receive comprehensive training for ongoing professional development, and be invited to regular staff events and team activities.