Technical Support Specialist

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.