Onsite Fintech Trading Platform Support Specialist

TradeQuo Global

General Santos

On-site

PHP 279,000 - 446,000

Full time

5 days ago

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Job summary

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.

Qualifications

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.

Responsibilities

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.