Customer Support Analyst | Forex

Offshore 247 Outsourcing OPC; Manila; Remote; PHP 424,000 - 469,000; Full time

Benefits offered by this job

WFH equipment provided

HMO from Day 1

20 days paid leave

13th month pay

Government benefits

Annual performance review

Training and development

Team events

Job summary

Offshore 24/7 is seeking a Customer Support Analyst to join our US-based trading technology client. You will handle support tickets, troubleshoot platform issues, assist with client onboarding, and participate in QA testing. Prior forex/trading platform experience is highly valued and independence in solving problems is key.

Work is 100% remote with a Philippine contract. The role runs Monday to Friday, 2:00 PM to 11:00 PM PHT, with full training and ongoing professional development provided.

Qualifications

• At least 3 years supporting customers via voice, email, and/or live chat in a tech or SaaS environment.
• At least 2 years handling customer issues through ticketing from investigation to resolution for international clients.
• Experience with forex trading platforms (e.g., MetaTrader) is highly valued.
• Strong English communication and ability to work independently with multiple priorities.
• Comfortable using Jira, Intercom, and CRM tools for case management.
• Available to work Monday to Friday, 2:00 PM to 11:00 PM PHT.

Responsibilities

• Respond to support enquiries across email, live chat, and phone.
• Troubleshoot platform issues and differentiate user vs system errors.
• Manage client tickets in Jira and Intercom, guiding users on trading platforms.
• Support technical onboarding and configure software per procedures.
• Follow QA procedures and document bugs clearly for deployment testing.

Skills

Forex trading platform support

Customer support

English communication

Organisational skills

Independent decision making

CRM navigation

Tools

Jira

Intercom

MS Excel

Google Docs

CRM systems

Job description

Quick facts

• ₱38,000 – ₱42,000 per month
• 100% work from home
• Full-time, permanent
• Monday to Friday, 2:00 PM to 11:00 PM PHT (US client hours)

If you are tech-savvy, highly organised, and thrive on solving problems for clients, this is a stable, well-paying role with a fast-growing US technology company.

We are placing a Customer Support Analyst to join an established team supporting a US trading software and technology client. You will manage support tickets, troubleshoot platform issues, support technical client onboarding, and assist with QA testing. If you have supported customers on a forex or trading platform, you will feel at home here.

You will receive full training on the client's platforms and systems. What matters most is that you are organised, proactive, and confident making decisions independently.

What you'll be doing

Client Support

• Respond promptly to support enquiries across multiple channels: email, live chat, and phone
• Troubleshoot platform issues by navigating internal systems to diagnose whether problems are user error or system errors
• Manage client support tickets in Jira and Intercom, helping users with questions about the trading platforms and technology

Client Onboarding

• Support technical onboarding for new clients by configuring and customising software platforms per established procedures
• Track onboarding progress and maintain clear documentation, providing regular status updates to keep milestones on track

QA & Platform Testing

• Assist with deployment testing by following QA procedures to identify issues (full training provided)
• Document and report bugs and issues found during testing clearly and accurately

What you'll need

• Hands‑on experience supporting customers on a forex broker or trading platform (for example MetaTrader 4 or 5)
• At least 3 years supporting customers through voice, email and/or live chat in a customer support, customer operations, SaaS, technology or software environment, with responsibility for investigating and resolving customer issues
• At least 2 years managing customer issues through ticketing systems, supported by email and/or live chat, from investigation through resolution for international clients
• Comfortable investigating customer issues across multiple internal systems and determining whether an issue can be resolved or requires escalation
• Strong organisational skills and the ability to manage multiple priorities simultaneously
• Excellent written and verbal English communication skills
• Proficiency in MS Excel and Google Docs
• Proactive, resourceful, and confident making decisions independently
• Available to work Monday to Friday, 2:00 PM to 11:00 PM PHT

Nice to have

• Experience with ticketing systems such as Jira or Intercom
• QA or software testing experience
• Background in fintech or the wider technology industry
• Experience updating and maintaining records in a CRM or internal systems

Why Offshore 24/7

Offshore 24/7 has been placing Filipino professionals with international businesses since 2008, with more than 500 professionals placed. We are rated 4.9/5 on Glassdoor and 5.0 on Google, and you will hold a local Philippines employment contract with real job security. Ongoing training and coaching is part of how we look after our people.

What you get

• ₱38,000 – ₱42,000 per month
• 100% work from home
• Full-time, permanent Philippine employment with Offshore 24/7, supporting an established US technology company
• Monday to Friday, 2:00 PM – 11:00 PM PHT
• Complete WFH equipment provided — company laptop and all equipment required for your role
• HMO coverage from Day 1
• 20 days paid leave per year — 15 annual leave + 5 sick leave, accruing from Day 1
• 13th month pay
• Government-mandated benefits
• Annual rate and performance review
• Comprehensive training and ongoing professional development
• Regular staff events and team activities

If you have supported customers on a forex or trading platform, can diagnose problems rather than just route them, and are available Monday to Friday, 2:00 PM to 11:00 PM PHT, we would love to hear from you.