At ArrowFin, we develop cutting-edge technology and software solutions powering high-performance financial and trading operations. We pride ourselves on maintaining an agile, tech-driven, and client-centric environment where innovation meets high operational efficiency.

1.      Role Purpose

We are seeking a proactive, highly organized, and client-focused Customer Support Specialist to handle Level 1 Technical Support and platform operations. In this role, you will be the primary point of contact for live client interactions via Zoho, manage ticket routing, assist with trading platform/commission queries, and support market data enablements.

2.      Key Responsibilities

• Live Chat & L1 Support: Handle incoming support chats during day sessions via SalesIQ, providing first-level technical and platform support.
• Ticket Routing & Triage: Accurately assign and route incoming support tickets to the appropriate internal or technical teams.
• Market Data & Commissions Operations: Verify, confirm, and update market data costs, data enablements, and handle commission-related questions and updates.
• Technical Escalations: Manage platform change requests, feature requests, connection issues, and settings verification with FCMs (Futures Commission Merchants).
• Knowledge Management: Proactively suggest new help desk articles and documentation improvements based on recurring client inquiries.

3.      Required Qualifications & Skills

Hard Requirements

• Language: C1 English proficiency (written and spoken) is required for seamless real-time client chat and ticket documentation.
• Experience: Minimum of 2 years of experience in customer-facing support roles (Customer Support, L1 Tech Support, or Platform Operations).
• Tools & CRM: Experience with Zoho (SalesIQ / CRM) or equivalent live chat and ticketing platforms, alongside strong tech habits.

Soft Skills

• Objective-Oriented & Ownership: High accountability in resolving client inquiries promptly during active market hours.
• Assertive Communication: Clear, concise, and empathetic communication via live chat and written tickets.
• Multitasking & Organization: Ability to handle concurrent chat sessions, route tickets, and keep precise records under fast-paced conditions.

Nice to Have

• Familiarity with FCMs, futures markets, trading platforms, or Market Data enablements.
• Prior experience in a fintech or software SaaS environment.