Customer Support Specialist

TradeQuo Global; General Santos; Presencial; PHP 279.000 - 446.000; Tempo integral

Resumo da vaga

TradeQuo Global, based in the Philippines, seeks a capable Customer/Technical Support specialist to join onsite with rotational shifts. You will handle live chat, email, and phone support, troubleshoot platform issues, and verify client documentation in line with regulatory requirements.

The role emphasizes strong English, analytical thinking, and the ability to navigate multiple systems. Knowledge of MT4/MT5 is a plus, with opportunities to collaborate across teams for process improvements.

Qualificações

• Minimum 1 year of experience in Customer Support, Technical Support, Fintech, Trading, or similar environment.
• Fluent in English, both written and spoken.
• Strong technical troubleshooting and problem-solving skills.
• Ability to quickly learn and navigate multiple systems, platforms, and CRM tools.
• Strong analytical skills with the ability to investigate issues and identify root causes.
• Excellent communication skills, able to explain technical information clearly to non-technical users.
• Ability to prioritize multiple tasks and manage cases in a fast-paced environment.
• Knowledge of MT4/MT5, trading platforms, financial markets, or fintech systems is a plus.

Responsabilidades

• Provide technical and customer support via live chat, email, and phone.
• Troubleshoot issues related to trading platforms, account access, deposits, withdrawals, trading accounts, and general platform functionality.
• Investigate and analyse client issues by reviewing account activity, transaction details, system information, and CRM records.
• Identify technical or complex issues and elevate them to relevant teams (Technical Support, Funding, Risk, Compliance, and others).
• Document cases clearly in the CRM with troubleshooting steps.
• Guide clients through platform functionality and provide clear resolution instructions.
• Verify client documentation and account information per internal procedures and regulatory requirements.
• Monitor escalated cases and ensure timely resolution and clear client communication.
• Prepare and interpret reports, account information, and operational data.
• Develop understanding of trading products, financial markets, and company systems.
• Meet quarterly KPI and quality targets set by Customer Support Manager.
• Collaborate with internal teams to identify recurring issues and drive process improvements.

Conhecimentos

Customer support

Technical troubleshooting

English fluency

Analytical skills

Communication skills

Multi-system navigation

Attention to detail

Ownership mindset

Problem-solving

Ferramentas

CRM systems

Ticketing system

Live chat software

MT4/MT5

Descrição da vaga

Working Arrangement: Onsite | Rotational shifts

Company Overview:

We are forward-thinking fintech company specializing in innovative trading solutions and financial products. With a dynamic platform and a tech-savvy team that works seamlessly across time zones, we strive to provide cutting-edge services to traders worldwide.

You will:

• Provide technical and customer support via live chat, email, and phone.
• Troubleshoot issues related to trading platforms, account access, deposits, withdrawals, trading accounts, and general platform functionality.
• Investigate and analyse client issues by reviewing account activity, transaction details, system information, and CRM records.
• Identify technical or complex issues and elevate them to the relevant teams, including Technical Support, Funding, Risk, Compliance, and other specialists.
• Document cases clearly and accurately in the CRM, ensuring all relevant technical details and troubleshooting steps are recorded.
• Guide clients through platform functionality and provide clear instructions on resolving common technical issues.
• Verify client documentation and account information in accordance with internal procedures and regulatory requirements.
• Monitor and follow up on escalated cases to ensure timely resolution and clear communication with clients.
• Prepare, review, and interpret reports, account information, and operational data.
• Develop a strong understanding of trading products, financial markets, and company systems.
• Meet quarterly KPI and quality targets set by the Customer Support Manager.
• Collaborate with internal teams to identify recurring issues and contribute to improvements in processes and customer experience.
• Undertake additional tasks and projects assigned by management.

Requirements:

• Minimum 1 year of experience in Customer Support, Technical Support, Fintech, Trading, or a similar environment.
• Fluent in English, both written and spoken.
• Strong technical troubleshooting and problem-solving skills.
• Ability to quickly learn and navigate multiple systems, platforms, and CRM tools.
• Strong analytical skills with the ability to investigate issues and identify their root cause.
• Comfortable working with data, reports, account information, and transaction records.
• Excellent communication skills, with the ability to explain technical information clearly to non-technical users.
• Ability to prioritize multiple tasks and manage cases efficiently in a fast-paced environment.
• Strong attention to detail and ability to follow structured processes and procedures.
• Knowledge of MT4/MT5, trading platforms, financial markets, or fintech systems would be an advantage.
• Self-motivated, reliable, and eager to learn new technologies and systems.
• A proactive mindset with a strong sense of ownership and responsibility.