Customer Support Analyst | Forex Trading Platforms at Offshore 247 Pty Ltd

About this role

Category: Financial Services Location:
Quick facts

PHP 38,000 - PHP 42,000 per month

100% work from home

Full-time, permanent

Monday to Friday, 2:00 PM to 11:00 PM PHT (US client hours)


If you are tech-savvy, highly organised, and thrive on solving problems for clients, this is a stable, well-paying role with a fast-growing US technology company.
We are placing a Customer Support Analyst to join an established team supporting a US trading software and technology client. You will manage support tickets, troubleshoot platform issues, support technical client onboarding, and assist with QA testing. If you have supported customers on a forex or trading platform, you will feel at home here.
You will receive full training on the client's platforms and systems. What matters most is that you are organised, proactive, and confident making decisions independently.
This is a hybrid operations and support role where no two days are the same. If you enjoy problem-solving, can juggle multiple priorities without dropping the ball, and know when to act and when to escalate, apply now.
What you'll be doing
Client Support

Respond promptly to support enquiries across multiple channels: email, live chat, and phone

Troubleshoot platform issues by navigating internal systems to diagnose whether problems are user error or system errors

Manage client support tickets in Jira and Intercom, helping users with questions about the trading platforms and technology


Client Onboarding

Support technical onboarding for new clients by configuring and customising software platforms per established procedures

Track onboarding progress and maintain clear documentation, providing regular status updates to keep milestones on track


QA & Platform Testing

Assist with deployment testing by following QA procedures to identify issues (full training provided)

Document and report bugs and issues found during testing clearly and accurately


Requirements
What you'll need

Hands-on experience supporting customers on a forex broker or trading platform (for example MetaTrader 4 or 5)

At least 3 years supporting customers through voice, email and/or live chat in a customer support, customer operations, SaaS, technology or software environment, with responsibility for investigating and resolving customer issues

At least 2 years managing customer issues through ticketing systems, supported by email and/or live chat, from investigation through resolution for international clients

Comfortable investigating customer issues across multiple internal systems and determining whether an issue can be resolved or requires escalation

Strong organisational skills and the ability to manage multiple priorities simultaneously

Excellent written and verbal English communication skills

Proficiency in MS Excel and Google Docs

Proactive, resourceful, and confident making decisions independently

Available to work Monday to Friday, 2:00 PM to 11:00 PM PHT


Nice to have

Experience with ticketing systems such as Jira or Intercom

QA or software testing experience

Background in fintech or the wider technology industry

Experience updating and maintaining records in a CRM or internal systems


Benefits
Why Offshore 24/7
Offshore 24/7 has been placing Filipino professionals with international businesses since 2008, with more than 500 professionals placed. We are rated 4.9/5 on Glassdoor and 5.0 on Google, and you will hold a local Philippines employment contract with real job security. Ongoing training and coaching is part of how we look after our people.
What you get

PHP 38,000 - PHP 42,000 per month

100% work from home

Full-time, permanent Philippine employment with Offshore 24/7, supporting an established US technology company

Monday to Friday, 2:00 PM - 11:00 PM PHT

Complete WFH equipment provided - company laptop and all equipment required for your role

HMO coverage from Day 1

20 days paid leave per year - 15 annual leave + 5 sick leave, accruing from Day 1

13th month pay

Government-mandated benefits

Annual rate and performance review

Comprehensive training and ongoing professional development

Regular staff events and team activities


If you have supported customers on a forex or trading platform, can diagnose problems rather than just route them, and are available Monday to Friday, 2:00 PM to 11:00 PM PHT, we would love to hear from you.
Details Originally posted on Himalayas