Role Overview

We are looking for a tech-savvy, highly analytical, and detail-oriented bilingual professional to join our support team. In this role, you will be the frontline specialist providing tier-1 technical and functional assistance to our global brokerage clients. You will manage and resolve critical inquiries regarding trading accounts, funding, and withdrawal processes, ensuring a seamless, secure, and world-class user experience.

1. Key Responsibilities

Financial & Technical Support (Trading)

• Transaction Management: Guide users through deposit and withdrawal workflows, and resolve critical issues related to funding and withdrawals.
• Account Support: Assist clients with trading account setup, verification (KYC touchpoints), and functional troubleshooting within the platform.
• Omnichannel Engagement: Deliver timely, clear, and empathetic solutions to international clients via Live Chat and email, primarily in English.

Operations & Platform Management

• Ticketing & CRM: Efficiently manage, categorize, and follow up on customer cases using Zoho Desk and Zoho CRM, strictly meeting established SLAs.
• Cross-functional Collaboration: Escalate complex issues to internal technical, financial, or compliance teams and follow through until full resolution.
• Continuous Improvement: Maintain meticulous logs of client interactions and proactively suggest optimizations for support workflows based on recurring user pain points.

2. Job Requirements

Hard Skills

• Language Proficiency: Advanced English / C1 level (Mandatory). Exceptional written and spoken communication skills for real-time global support.
• Education: Degree or Technical/Technological certification in Business Administration, Finance, Economics, Engineering, or related fields.
• Support Tools: Proven experience utilizing Zoho Desk, Zoho CRM, or similar ticketing systems (e.g., Zendesk, Freshdesk).
• Tech-Savviness: Deep familiarity with digital ecosystems, Google Workspace, and Microsoft Office.
• Industry Knowledge: Prior experience or strong familiarity with trading platforms, financial markets, or brokerage terminology is highly valued.

Soft Skills

• Laser-Sharp Attention to Detail: Ability to audit financial transactions and user data with zero margin for error.
• Effective Communication & Tone: Gifted at explaining complex technical or financial concepts in a simple, reassuring, and professional manner.
• Problem-Solving under Pressure: Strong emotional intelligence to maintain calmness and analytical focus when dealing with anxious clients regarding their funds.
• Agility & Teamwork: Ability to thrive and adapt in a fast-paced, collaborative, and technology-driven environment.

3. Employment Conditions & Benefits

• Contract Type: Indefinite-term contract (Full-time / Long-term commitment).
• Location: 100% On-site.
• Schedule: Monday to Friday. Shift aligned with the Chicago Stock Exchange / US Central Time market hours (typically 8:00 AM to 5:00 PM Chicago Time).

Note: Exact working hours in Colombia local time (COT) will shift by 1 hour twice a year depending on US Daylight Saving Time (DST).

• Calendar: Colombian Calendar (Local public holidays and bank holidays apply as per Colombian labor law).
• Perks: Premium Health Insurance (SURA Medicina Prepagada).
• Equipment: Full corporate tech setup provided by the company.