Customer Support Analyst – Forex Trading Platforms

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Promptly address support inquiries via email, live chat, and phone.

• Diagnose platform issues using internal systems to distinguish between user errors and system errors.

• Oversee client support tickets utilizing Jira and Intercom.

• Assist users with queries regarding trading platforms and related technologies.

• Facilitate technical onboarding for new clients by setting up and customizing software platforms according to predefined procedures.

• Monitor onboarding progress and ensure thorough documentation is maintained.

• Provide frequent status updates to ensure onboarding milestones are met.

• Contribute to deployment testing by adhering to QA protocols.

• Identify, document, and accurately report any bugs and issues encountered during testing.

⛳️ Requirements

• Hands-on experience in customer support for a forex broker or trading platform, such as MetaTrader 4 or 5.

• Minimum of 3 years of experience assisting customers via voice, email, and/or live chat in customer support, customer operations, SaaS, technology, or software settings, including the investigation and resolution of customer issues.

• At least 2 years of experience managing customer inquiries through ticketing systems, supported by email and/or live chat, from investigation to resolution for international clients.

• Comfortable with investigating customer issues across various internal systems and determining if an issue can be resolved or should be escalated.

• Strong organizational skills with the ability to handle multiple priorities simultaneously.

• Excellent written and verbal communication skills in English.

• Proficient in MS Excel and Google Docs.

• Proactive, resourceful, and confident in making independent decisions.

• Available to work Monday to Friday, from 2:00 PM to 11:00 PM PHT.

• Experience with Jira or Intercom is a plus.

• QA or software testing experience is advantageous.

• Background in fintech or the broader technology industry is desirable.

• Experience in updating and maintaining records in a CRM or internal systems is a plus.

🏝️ Benefits

• 100% remote work.

• Full-time, permanent employment in the Philippines with Offshore 24/7.

• Complete WFH equipment provided, including a company laptop and all necessary tools for the role.

• HMO coverage from Day 1.

• 20 days of paid leave per year (15 annual leave + 5 sick leave), accumulating from Day 1.

• 13th month pay.

• Government-mandated benefits.

• Annual salary and performance evaluations.

• Comprehensive training and ongoing professional development opportunities.

• Regular staff events and team-building activities.