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.

Experience
2-5 yrs