IT Support Analyst

1 day ago

India Smirmatec Private Limited Full time
Location: Work from Home Employment Type: Full-Time

Days: Monday to Saturday

Probation Period: 3 Months

Salary range: 40,000 to 60,000 INR/mo (Bonus separate)

**Please record yourself (audio/video) answering the questions from the questionnaire and submit the audio/video file within the form.

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 . Our mission is to empower traders with the insights they need to make better decisions in fast-moving financial markets.

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). 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.

Respond to customer queries primarily via live chat and email

Maintain a knowledge base and ensure help content is up to date

Independently troubleshoot product issues using internal tools, help resources, and platform knowledge

Handle concurrent chats/emails accurately

Graduate with 2+ years of experience in live chat and email support roles (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

Basic Excel proficiency and comfort with structured data formats

Willingness to work night shifts aligned with US hours

Competitive pay with performance-based growth opportunities

Clear upward mobility into senior support, product, technical or operations roles

Once we receive your google forms submission, we will review it and send you a test questionnaire.

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.

We're looking for someone who thrives in live customer interactions and is passionate about helping users succeed. We are an equal opportunity employer and value diversity at our company.

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