Customer Support Agent
Description
About Us
At Falcon Funded, we help traders unlock their full potential. Our mission is to empower disciplined, consistent individuals with the capital, tools, and structure they need to succeed in the financial markets. We're not just a funding platform, we're building a brand that inspires, educates, and visually engages a global trading community.
The Role
We are looking for an experienced Customer Support Agent to join our international team.
We are looking for someone with previous experience working for a prop firm, strong trading knowledge, and experience handling customer support through live chat and email.
Key Responsibilities
Provide customer support through live chat and email.
Assist traders with questions regarding challenges, funded accounts, trading rules, payouts, account breaches, payments, and platform-related issues.
Troubleshoot account and platform issues and escalate technical cases when necessary.
Review account information and trading activity to investigate customer queries.
Clearly explain trading rules and account conditions to customers.
Handle multiple customer conversations simultaneously while maintaining accuracy and quality.
Document customer interactions and maintain accurate internal records.
Escalate complex cases to Management, Tech, or other relevant departments.
Identify recurring technical and customer issues and report them internally.
Follow internal procedures, security protocols, and escalation processes.
Requirements
Previous experience working for a prop firm.
Previous experience in Customer Support.
Strong knowledge of trading and funded trading challenges.
Experience using professional customer service/ticketing software.
Experience handling live chat, email, and multiple simultaneous customer conversations.
Excellent written and spoken English.
Excellent attention to detail.
Strong troubleshooting and problem-solving skills.
Ability to work independently in a fast-paced remote environment.
High level of reliability and discretion when handling customer and account information.
Availability to work rotating shifts, including weekend coverage.
Additional Skills
Knowledge of funded trading challenges, payout processes, trading-rule violations, and account breaches.
Familiarity with MT5.
Additional languages are a plus.
Position
Fully remote
International team
Rotating shifts, including weekends
As published by dover · 10 questions · 3 written answers
Short answers (6)
- LinkedIn Profile URL optional
- Phone Number optional
- How many years of customer support experience do you currently have?
- This position involves rotating shifts, weekend coverage, and handling multiple customer conversations at the same time. Are you comfortable with this schedule and working in a fast-paced remote environment?
- Are you comfortable working as an independent contractor and managing your own taxes?
- What is your expected montly rate in USD?
Written answers (3)
- Have you previously worked for a prop firm? If yes, please provide the company name, your role and how long you worked there.
- How many years of Customer Support experience do you have, and what support channels have you handled? (e.g., live chat, email, ticketing systems, Telegram, Discord)
- How would you rate your knowledge of forex/trading from 1–10? Please briefly describe your trading experience and the platforms/instruments you are familiar with. optional
Attachments (1)
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