Customer Support Analyst | Forex Trading Platforms
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Offshore 24/7Forex trading technology
Source API remote eligibility restrictions: Philippines, Monday to Friday, 2:00 PM to 11:00 PM PHTFull-TimeMiddle
Salary38,000 - 42,000 PHP per month
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Job Details
- Languages
- Excellent written and verbal English communication skills
- Experience
- At least 3 years supporting customers through voice, email and/or live chat; at least 2 years managing customer issues through ticketing systems.
- Required Skills
- JiraMicrosoft ExcelTroubleshootingCustomer support
Requirements
- Have hands-on experience supporting customers on a forex broker or trading platform, such as MetaTrader 4 or 5.
- Have at least 3 years of customer support experience through voice, email and/or live chat in customer support, customer operations, SaaS, technology, or software.
- Have experience investigating and resolving customer issues.
- Have at least 2 years managing customer issues through ticketing systems from investigation through resolution for international clients.
- Be comfortable investigating issues across multiple internal systems and deciding whether to resolve or escalate them.
- Have strong organisational skills and the ability to manage multiple priorities.
- Have excellent written and verbal English communication skills.
- Be proficient in MS Excel and Google Docs.
- Be proactive, resourceful, and confident making decisions independently.
- Be available Monday to Friday, 2:00 PM to 11:00 PM PHT.
Responsibilities
- Respond to support enquiries by email, live chat, and phone.
- Navigate internal systems to diagnose platform issues and determine whether they are user or system errors.
- Manage client support tickets and answer questions about trading platforms and technology.
- Configure and customise software platforms for new clients according to established procedures.
- Track onboarding progress, maintain documentation, and provide status updates on milestones.
- Follow QA procedures during deployment testing to identify issues.
- Document and report bugs and issues found during testing.
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