Customer Support Analyst – Futures Trading Platforms

Job not on LinkedIn

🔥 10 minutes ago

🇵🇭 Philippines – Remote

💵 ₱38k - ₱42k / month

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 11%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 34 days.
• 14 open roles for a team of 12.

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Offshore 24/7

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

🤝 B2B

🎯 Recruiter

B2B • Recruitment

Offshore 24/7 is an Australian-focused offshore staffing provider that helps Australian businesses build dedicated remote teams in the Philippines. The company places and manages Philippines-based professionals across a wide range of roles — from virtual assistants, bookkeepers, and paralegals to IT specialists, engineers, and customer support — offering fully managed onboarding, HR, payroll, and ongoing support. Offshore 24/7 emphasizes cost savings (up to ~70%), cultural and communication alignment for Australian clients, a five-stage vetting process, and local points of contact with offices in the Philippines (Clark Freeport Zone) and Australia (Melbourne). The firm targets Australian SMEs and enterprises across many industries and promotes free strategy sessions and a managed staffing solution.

📋 Description

• Respond promptly to support enquiries across multiple channels: email, live chat, and phone • Troubleshoot platform and connection issues by navigating internal systems to diagnose whether problems are user error or system errors • Explain futures basics clearly to clients, including contract symbols, micro and mini contracts, order types, and trading sessions • Manage client support tickets in Jira and Intercom, helping users with questions about the trading platforms and technology • 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 • Assist with deployment testing by following QA procedures to identify issues • Document and report bugs and issues found during testing clearly and accurately

🎯 Requirements

• Hands-on experience supporting customers on at least one futures trading platform or connection, such as Rithmic, Tradovate, NinjaTrader, Quantower, ATAS, Sierra Chart, TickBlaze or DeepCharts • A futures background: customer or technical support at a futures prop firm, or a background in futures brokerage or futures trading together with prior customer service or technical support • A working understanding of futures basics, including contract symbols, micro and mini contracts, order types and trading sessions, and the ability to explain them clearly to clients • 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 • Experience with more than one futures trading platform or connection • Customer or technical support at a futures prop firm • Experience with ticketing systems such as Jira or Intercom • QA or software testing experience • Experience updating and maintaining records in a CRM or internal systems

🏖️ Benefits

• 100% work from home • Full-time, permanent Philippine employment with Offshore 24/7 • 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

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