Customer Support Analyst – Futures Trading Platforms

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

📋 Description

• Promptly address support inquiries through various channels, including email, live chat, and phone.

• Diagnose platform and connection issues by navigating internal systems to determine if problems are due to user error or system errors.

• Clearly explain the fundamentals of futures to clients, covering contract symbols, micro and mini contracts, order types, and trading sessions.

• Manage client support tickets using Jira and Intercom, assisting users with inquiries related to the trading platforms and technology.

• Facilitate technical onboarding for new clients by configuring and customizing software platforms according to established procedures.

• Monitor onboarding progress and maintain thorough documentation, providing regular status updates to ensure milestones are met.

• Aid in deployment testing by adhering to QA procedures to identify any issues.

• Accurately document and report bugs and issues discovered during testing.

⛳️ Requirements

• Practical experience in supporting customers on at least one futures trading platform or connection, such as Rithmic, Tradovate, NinjaTrader, Quantower, ATAS, Sierra Chart, TickBlaze, or DeepCharts.

• Background in futures: customer or technical support at a futures prop firm, or experience in futures brokerage or trading combined with prior customer service or technical support.

• A solid understanding of futures basics, including contract symbols, micro and mini contracts, order types, and trading sessions, with the ability to explain these concepts effectively to clients.

• A minimum of 3 years of experience in customer support, customer operations, SaaS, technology, or software environments, handling customer issues via voice, email, and/or live chat.

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

• Comfortable investigating customer issues across various internal systems to determine resolution or escalation needs.

• 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 multiple futures trading platforms or connections is a plus.

• Background in customer or technical support at a futures prop firm.

• Familiarity with ticketing systems such as Jira or Intercom.

• QA or software testing experience.

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

🏝️ Benefits

• 100% remote work opportunity.

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

• Complete work-from-home equipment provided, including a company laptop and all necessary tools for your role.

• Health Maintenance Organization (HMO) coverage effective from Day 1.

• 20 days of paid leave annually - consisting of 15 days of annual leave and 5 days of sick leave, accruing from Day 1.

• 13th month pay.

• Government-mandated benefits included.

• Annual salary and performance reviews.

• Comprehensive training and ongoing professional development opportunities.

• Regular staff events and team-building activities.