Customer Support - Specialist

CRM

- Provide comprehensive support, coordination, and correspondence for technical and trading systems - Assist customers in utilizing finance-related software, including CRM and trading platforms - Address and solve complex customer issues at the technical level, ensuring quick responses, identifying root causes, proposing optimization plans, and driving implementation - Liaise effectively with system and technical suppliers, as well as business partners, to resolve technical issues related to corporate clients via emails and conference calls - Conduct testing and maintenance on trading systems, product servers, and networks to minimize business disruptions - Record and document product problems and user needs promptly, organize central documents, and provide feedback to the technical department for ongoing product development optimization - Collaborate and communicate with the Research & Development (R&D) team for system testing - Escalate commercial inquiries and actively contribute to system bug fixing efforts - Conduct technical tests and translate experiences into written documentation - Share experiences and provide training to team members to enhance overall team competency - Experience: Minimum 2 years of experience in Technical Support or Customer Service - Education: Possess at least a Bachelor’s Degree in Finance or relevant field - Language skills: Proficient in English and native Indonesian language (reading, speaking, and writing) - Work flexibility: Willingness to work shifts and standby during weekends when required - Technical expertise: Experience in supporting client’s enquiries and technical issues in the Financial Services, Forex, or Futures industry is ideal - Software proficiency: Experience in trading/investment/finance/forex will be and added advantage - Trading platform knowledge such as MT4 / MT5 platforms is advantageous - Effective communication and collaboration skills with both technical and non-technical stakeholders - Exceptional problem-solving skills and ability to handle complex technical issues - Strong documentation skills for recording product problems and user needs