Technical Support Specialist (Chat & Email)

Location: Work from Home

Employment Type: Full-Time

Work Hours: 5:30 PM – 3:30 AM IST (US Market Hours)

Days: Monday to Saturday

Probation Period: 3 Months

More info: www.smirmatec.com

Salary range: 40,000 to 60,000 INR/mo (Bonus separate)

**IMPORTANT**:

Before You Apply:

To be considered, please:

• Complete our mandatory questionnaire: https://docs.google.com/forms/d/e/1FAIpQLSc7pMxBRodj9k-J-4jRSL7xx9-tAghyipgQy9xBUqPVk5iIYA/viewformusp=header

• Please record yourself (audio/video) answering the questions from the questionnaire and submit the audio/video file within the form.

📌 Applications that do not strictly meet both requirements will not be considered under any circumstances.

About Us

We are a leading FinTech company offering a suite of powerful SaaS solutions, our flagship being a B2C trading journal platform used by over 100,000 traders globally. We specialize in delivering advanced trading analytics tailored to individual investors in the US and Indian stock markets. Our mission is to empower traders with the insights they need to make better decisions in fast-moving financial markets.

About the Role

We’re looking for a Technical Support Specialist with strong experience in live chat and email support for technical issues (chat primary and email secondary). You will be the primary point of contact for our global user base, assisting traders in navigating the platform, troubleshooting issues, and understanding key features in real-time.

This role is ideal for someone who is quick-thinking, empathetic, and skilled in written communication. If you’re familiar with SaaS platforms and have a passion for trading or finance, that’s a strong plus.

📌 Note: This is a live chat-intensive role supporting a complex, data-driven FinTech platform. You must have prior experience handling multiple customer chats simultaneously and be comfortable navigating a feature-rich tool and have the ability to deal with tight support deadlines.

Key Responsibilities

• Respond to customer queries primarily via live chat and email
• Guide users through platform features, onboarding, and usage best practices
• Maintain a knowledge base and ensure help content is up to date
• Independently troubleshoot product issues using internal tools, help resources, and platform knowledge
• Track recurring issues and contribute to support process improvements
• Ensure fast, clear, and empathetic communication with a global audience
• Handle concurrent chats/emails accurately

Requirements

• Graduate with 2+ years of experience in live chat and email support roles (must-have)
• Self-starter who can learn product knowledge and workflows independently (must-have)
• Proven ability to manage multiple chat threads simultaneously with high accuracy
• Excellent written English and strong professional communication skills
• Prior experience supporting a SaaS product or FinTech platform is highly preferred
• Ability to confidently navigate and understand a complex, feature-rich platform.
• Familiarity with or interest in stock markets/trading is a strong plus
• Basic Excel proficiency and comfort with structured data formats
• Willingness to work night shifts aligned with US hours

Why Join Us

• Be the real-time support lead for thousands of global traders
• Collaborate with a focused, friendly, and fast-moving team
• Learn the ins and outs of FinTech, trading analytics, and customer ops
• Competitive pay with performance-based growth opportunities
• Clear upward mobility into senior support, product, technical or operations roles

Timeline

Pre-hiring:

> Once we receive your google forms submission, we will review it and send you a test questionnaire.

> If you pass the test questionnaire there will be 1 or max. 2 follow up interviews post which you will be provided with the offer.

Post-hiring:

> There will be 2-3 sessions of 1-on-1 walkthrough of the platform post which you will be provided with ample resources to study for the next 10 days.

> During these 10-12 days, you will have access to experts from the team and you will also get to know the process. You are expected to independently study the given material which will be a crucial per-requisite knowledge for providing effective chat/email support.

> After 10-12 days of study and preparation, you will be joining live chat/communication platforms where you will be supporting customers directly with the existing support team.

> Your performance will be evaluated on a weekly basis during the probation period and you will notified of the improvements to be made.

Sound like a fit

We’re looking for someone who thrives in live customer interactions and is passionate about helping users succeed. If you're sharp, responsive, and curious about trading tools, we’d love to hear from you.

We are an equal opportunity employer and value diversity at our company.