Customer Support Specialist

Position: Customer Support Specialist

Employment Type: Full-time

Working Arrangement: Hybrid | Rotational shifts

Company Overview:

We are forward-thinking fintech company specializing in innovative trading solutions and financial products. With a dynamic platform and a tech-savvy team that works seamlessly across time zones, we strive to provide cutting-edge services to traders worldwide.

You will:

• Provide technical and customer support via live chat, email, and phone.
• Troubleshoot issues related to trading platforms, account access, deposits, withdrawals, trading accounts, and general platform functionality.
• Investigate and analyse client issues by reviewing account activity, transaction details, system information, and CRM records.
• Identify technical or complex issues and escalate them to the appropriate teams, including Technical Support, Funding, Risk, Compliance, and other specialists.
• Document cases clearly and accurately in the CRM, ensuring all relevant technical details and troubleshooting steps are recorded.
• Guide clients through platform functionality and provide clear instructions on resolving common technical issues.
• Verify client documentation and account information in accordance with internal procedures and regulatory requirements.
• Monitor and follow up on escalated cases to ensure timely resolution and clear communication with clients.
• Prepare, review, and interpret reports, account information, and operational data.
• Develop a strong understanding of trading products, financial markets, and company systems.
• Meet quarterly KPI and quality targets set by the Customer Support Manager.
• Collaborate with internal teams to identify recurring issues and contribute to improvements in processes and customer experience.
• Undertake additional tasks and projects assigned by management.

Requirements:

• Minimum 1 year of experience in Customer Support, Technical Support, Fintech, Trading, or a similar environment.
• Fluent in English, both written and spoken.
• Strong technical troubleshooting and problem-solving skills.
• Ability to quickly learn and navigate multiple systems, platforms, and CRM tools.
• Strong analytical skills with the ability to investigate issues and identify their root cause.
• Comfortable working with data, reports, account information, and transaction records.
• Excellent communication skills, with the ability to explain technical information clearly to non-technical users.
• Ability to prioritize multiple tasks and manage cases efficiently in a fast-paced environment.
• Strong attention to detail and ability to follow structured processes and procedures.
• Knowledge of MT4/MT5, trading platforms, financial markets, or fintech systems would be an advantage.
• Self-motivated, reliable, and eager to learn new technologies and systems.
• A proactive mindset with a strong sense of ownership and responsibility.