Technical Support Agent

Nirmal Bang; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Nirmal Bang is seeking a dedicated Technical Support professional to assist clients, dealers, and branches with trading platforms across desktop, web, and mobile environments. You will guide users through installation, configuration, and troubleshooting, handling login, orders, and market data issues.

Key responsibilities include issue identification, ticket management, and coordination with IT, development, and vendor teams.

Qualifications

• Graduate in Computer Science, IT, BCA, or equivalent qualification.
• Candidate with relevant technical support experience may also be considered.”

Responsibilities

• Provide technical support to clients, dealers, and branches via phone, email, chat and other channels.
• Support trading platforms across Desktop, Web, and Mobile apps; assist with order placement, modifications, and market data issues.

Skills

Windows OS

Networking basics

Trading knowledge

Troubleshooting

Ticketing tools

Communication skills

Education

Bachelors in CS/IT

Job description

Role & responsibilities

Key Responsibilities

1. User & Application Support

• Provide technical support to clients, dealers, and branches through phone, email, chat, and other support channels.
• Handle issues related to trading applications, login, password, order placement, market watch, holdings, positions, and other platform functionalities.
• Assist users with installation, configuration, updates, and basic troubleshooting of applications.
• Guide users step-by-step to resolve application-related issues.

2. Trading Platform Support

• Provide support for Desktop, Web, and Mobile Trading Applications.
• Troubleshoot issues related to order placement, order modification/cancellation, AMO orders, positions, holdings, margin, and market data.
• Understand and support different trading platforms used by the organization.
• Escalate trading-related technical issues to the concerned technical/vendor team when required.

3. Issue Identification & Troubleshooting

• Identify the root cause of technical issues through systematic troubleshooting.
• Check application logs, error messages, screenshots, and other available information.
• Reproduce reported issues wherever possible and provide detailed information to the development/technical team.
• Monitor recurring issues and identify patterns requiring permanent resolution.

4. Ticket & Incident Management

• Create and maintain support tickets for reported issues.
• Ensure accurate recording of issue details, user information, screenshots, error messages, and troubleshooting steps.
• Track incidents until resolution and provide regular updates to users.
• Follow up with internal teams and external vendors for pending issues.
• Maintain proper documentation of resolved and recurring issues.

5. Coordination with Internal Teams

• Coordinate with IT, Development, Network, Database, Operations, Compliance, KYC, and Vendor teams for issue resolution.
• Escalate critical issues within defined timelines.
• Communicate technical issues clearly to non-technical users and internal stakeholders.
• Participate in incident calls and troubleshooting sessions when required.

6. Client & Dealer Support

• Provide professional and courteous assistance to clients and dealers.
• Handle high-priority and business-critical issues effectively.
• Support users during market hours, platform migration, releases, mock trading sessions, and major technical activities.
• Assist users during new application launches, upgrades, and platform migrations.

Required Skills

• Good knowledge of Windows OS, basic networking, browsers, and desktop applications.
• Basic understanding of trading applications and stock market terminology.
• Knowledge of order types such as Market, Limit, Stop Loss, AMO, GTD, etc. is an advantage.
• Good troubleshooting and analytical skills.
• Ability to understand technical errors and identify possible root causes.
• Familiarity with ticketing/helpdesk tools.
• Good written and verbal communication skills.
• Ability to work under pressure, especially during market hours.
• Strong problem-solving and customer-handling skills.

Educational Qualification

• Graduate in Computer Science, IT, BCA, B.Sc. IT, B.Tech/BE, or equivalent qualification.
• Candidates with relevant technical support experience may also be considered.

Key Performance Indicators (KPIs)

• Average response and resolution time.
• First Contact Resolution (FCR).
• Number of tickets resolved within SLA.
• Escalation accuracy and turnaround time.
• Customer/dealer satisfaction.
• Quality and accuracy of ticket documentation.
• Identification of recurring issues and contribution toward permanent fixes.

Preferred Experience

Experience in any of the following industries will be preferred:

• Stock Broking / Capital Markets
• Banking / Financial Services
• FinTech
• Trading Application Support
• IT Helpdesk / Technical Support
• Application Support

Personal Attributes

• Customer-focused and patient.
• Strong ownership of assigned issues.
• Good communication and coordination skills.
• Willingness to learn new applications and technologies.
• Ability to prioritize critical issues.
• Team player with a proactive approach.
• Comfortable working in a fast-paced environment and during market hours.

Preferred candidate profile

Candidates are preferred from Andheri to Borivali

Candidate should have experience in Technical Support in Broking firm