About the role
We are hiring a Technical Support Specialist to handle live chat and email support for global users, mainly US-based traders. This is not a script-reading BPO role. You will troubleshoot real product and data issues such as broker imports, CSV files, P& L mismatches, trade grouping, missing trades, broker sync issues, and platform feature questions. You must be willing to study the product deeply and learn trading-related concepts independently.
Responsibilities:
- Handle customer support through live chat and email.
- Help users troubleshoot broker imports, CSV uploads, and auto-sync issues.
- Investigate P& L mismatches, missing trades, duplicate trades, and incorrect dashboard data.
- Explain trading journal features clearly to users.
- Understand user issues and collect proper details before escalating bugs.
- Write clear, accurate, professional support responses.
- Study internal documentation and product features during onboarding.
- Work closely with the product/admin team to report recurring support issues.
Requirements:
- Experience: 2+ years preferred.
- Strong written English.
- Good spoken English for internal calls and occasional user explanations.
- Ability to work night shift: 5:30 PM to 2:30 AM IST, Monday to Saturday.
- Comfortable working remotely with discipline.
- Stable internet connection, backup internet, and power backup.
- Strong self-learning ability.
- Basic understanding of trading, investing, stock markets, or financial platforms.
- Ability to troubleshoot logically instead of giving generic answers.
- Comfortable using technical documentation.
Preferred Skills:
- Experience in SaaS support, fintech support, trading support, broker support, or technical product support.
- Experience with chat/email support tools.
- Personal experience using trading/investing platforms such as Zerodha, Groww, Upstox, Dhan, Angel One, Interactive Brokers, Binance, TradingView, etc.