Technical Support Specialist

Location:
Work from Home
Employment Type:
Full-Time
Work Hours:
5:30 PM – 3:30 AM IST (US Market Hours)
Days:
Monday to Saturday
Probation Period:
3 Months
More info:
range:
40,000 to 60,000 INR/mo (Bonus separate)
**IMPORTANT**:
Before You Apply:
To be considered, please:
Complete our mandatory questionnaire : record yourself
(audio/video) answering the questions from the questionnaire and submit the
audio/video file
within the form.
Applications that do not strictly meet both requirements will not be considered under any circumstances.
About Us
We are a leading FinTech company offering a suite of powerful SaaS solutions, our flagship being a B2C trading journal platform used by over
100,000 traders globally . We specialize in delivering advanced trading analytics tailored to individual investors in the
US and Indian stock markets . Our mission is to empower traders with the insights they need to make better decisions in fast-moving financial markets.
About the Role
We're looking for a
Technical Support Specialist
with strong experience in
live chat and email support
for technical issues (chat primary and email secondary). You will be the primary point of contact for our global user base, assisting traders in navigating the platform, troubleshooting issues, and understanding key features in real-time.
This role is ideal for someone who is quick-thinking, empathetic, and skilled in written communication. If you're familiar with SaaS platforms and have a passion for trading or finance, that's a strong plus.
Note:
This is a
live chat-intensive role
supporting a
complex, data-driven FinTech platform . You must have prior experience handling
multiple customer chats simultaneously
and be comfortable navigating a feature-rich tool and have the ability to deal with tight support deadlines.
Key Responsibilities
Respond to customer queries primarily
via live chat
and email
Guide users
through platform features, onboarding, and usage best practices
Maintain a knowledge base
and ensure help content is up to date
Independently troubleshoot product issues
using internal tools, help resources, and platform knowledge
Track recurring issues
and contribute to support process improvements
Ensure fast, clear, and empathetic communication
with a global audience
Handle concurrent chats/emails accurately
Requirements
Graduate with
2+ years of experience
in
live chat and email support
roles (must-have)
Self-starter who can learn product knowledge and workflows independently (must-have)
Proven ability to manage
multiple chat threads simultaneously
with high accuracy
Excellent written English
and strong professional communication skills
Prior experience supporting a
SaaS product
or
FinTech platform
is highly preferred
Ability to confidently navigate and understand a
complex, feature-rich platform .
Familiarity with or interest in
stock markets/trading
is a strong plus
Basic Excel proficiency and comfort with structured data formats
Willingness to work
night shifts aligned with US hours
Why Join Us?
Be the real-time support lead for
thousands of global traders
Collaborate with a focused, friendly, and fast-moving team
Learn the ins and outs of
FinTech, trading analytics, and customer ops
Competitive pay with performance-based growth opportunities
Clear upward mobility into
senior support, product, technical or operations roles
Timeline
Pre-hiring:
> Once we receive your google forms submission, we will review it and send you a test questionnaire.
> If you pass the test questionnaire there will be 1 or max. 2 follow up interviews post which you will be provided with the offer.
Post-hiring:
> There will be 2-3 sessions of 1-on-1 walkthrough of the platform post which you will be provided with ample resources to study for the next 10 days.
> During these 10-12 days, you will have access to experts from the team and you will also get to know the process. You are expected to independently study the given material which will be a crucial per-requisite knowledge for providing effective chat/email support.
> After 10-12 days of study and preparation, you will be joining live chat/communication platforms where you will be supporting customers directly with the existing support team.
> Your performance will be evaluated on a weekly basis during the probation period and you will notified of the improvements to be made.
Sound like a fit?
We're looking for someone who thrives in live customer interactions and is passionate about helping users succeed. If you're sharp, responsive, and curious about trading tools, we'd love to hear from you.
We are an equal opportunity employer and value diversity at our company.

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