Customer Support Analyst | Forex Trading Platforms

Offshore 24/7; United States; A distancia; USD 20.000 - 29.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

100% work from home

Full-time Philippine employment

HMO coverage from Day 1

20 days paid leave per year

13th month pay

Annual rate and performance review

Comprehensive training and development

Team events and activities

Descripción de la vacante

Offshore 24/7 is hiring a Customer Support Analyst to support a US trading software client from the Philippines. You will handle tickets, troubleshoot platform issues, and assist with onboarding and QA testing. The role requires strong English, organizational skills, and experience with forex platforms.

You will work Monday to Friday, 2:00 PM–11:00 PM PHT, with full training provided. WFH setup, competitive benefits, and ongoing development are offered.

Formación

• Experience supporting customers on forex platforms (MT4/MT5).
• Minimum 3 years in multi-channel support (voice, email, live chat).
• 2+ years handling tickets for international clients.
• Strong written and spoken English communication.
• Excellent organizational and prioritization abilities.
• Proactive, independent decision-making and problem solving.

Responsabilidades

• Respond to support inquiries via email, live chat and phone.
• Troubleshoot platform issues and classify user vs system errors.
• Manage tickets in Jira and Intercom and assist with platform questions.
• Support technical onboarding and configure software per procedures.
• Document onboarding progress and provide status updates.
• Assist deployment testing and report bugs clearly.

Conocimientos

Forex trading support

3+ years support

Ticketing systems

English skills

Organisational skills

Independent decision making

CRM knowledge

Herramientas

MS Excel

Google Docs

Jira

Intercom

Descripción del empleo

Customer Support Analyst | Forex Trading Platforms

• 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.

This is a hybrid operations and support role where no two days are the same.

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
  

Requirements

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

• 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.