Job Description – Customer Support Executive (Mid-Level)
Position: Customer Support Executive (Mid-Level)
Department: Customer Support / Client Services
Experience: 3–5+ Years
Location: Mohali
Role Overview
We are looking for a customer-focused and proactive Customer Support Executive to deliver exceptional support
to clients using our trading platforms and financial services. The ideal candidate will have hands-on experience in
customer support, strong troubleshooting abilities, and excellent communication skills. This role involves assisting
clients with platform-related queries, coordinating with internal teams to resolve technical issues, and ensuring a
seamless customer experience.
Key Responsibilities
- Serve as the primary point of contact for customer enquiries received through email, chat, phone, and
ticketing systems.
- Provide timely, accurate, and professional support to clients using ActTrader platforms and related products
and services.
- Troubleshoot platform, account, and service-related issues while ensuring prompt resolution within defined
service levels (SLAs).
- Escalate complex technical issues to Product, IT, or Development teams and follow up until resolution.
- Assist clients with account-related processes, platform navigation, product information, and general
operational queries.
- Monitor and manage support tickets, ensuring proper categorization, prioritization, documentation, and
timely closure.
- Maintain high levels of customer satisfaction by delivering excellent service and proactive communication
throughout the support process.
- Create, update, and maintain knowledge-base articles, FAQs, user guides, and internal support
documentation.
- Collaborate with cross-functional teams, including Product, Operations, Compliance, and Technical Support,
to resolve customer issues efficiently.
- Identify recurring customer issues and recommend process improvements to enhance service quality and
operational efficiency.
- Stay updated on platform enhancements, product releases, and industry developments to provide accurate
customer guidance.
- Adhere to company policies, regulatory requirements, and data security standards while handling customer
information.
Required Qualifications & Skills
- Bachelor's degree in any discipline; a degree in Business, Finance, Information Technology, or a related field
is preferred.
- 3–5+ years of hands-on experience in Customer Support, Client Services, Technical Support, or Helpdesk
operations.
- Excellent verbal and written communication skills with a strong customer-first mindset.
- Strong analytical, troubleshooting, and problem-solving abilities.
- Ability to manage multiple customer requests while maintaining accuracy and responsiveness.
- Experience using CRM platforms and ticketing systems such as Zendesk, Freshdesk, Salesforce, Jira Service
Management, or similar tools.
- Strong organizational skills with the ability to work effectively in a fast-paced environment.
- Proficiency in Microsoft Office and general computer applications.
About Finvasia
Finvasia is a multi-disciplinary, multinational organisation operating across financial services,
technology, real estate, and healthcare. Over the past 13+ years, Finvasia has built and
managed global platforms serving millions of clients across 180+ countries.With a portfolio of brands including Fxview, Shoonya, ACT Trader, CapitalWallet, Zulutrade,
AAAfx, Gini Health, bodyLoop, StackFlow, and more, Finvasia offers a collaborative and
diverse work environment with global exposure and opportunities to work across
cutting-edge technologies.
Finvasia is an equal opportunity employer, committed to diversity, inclusion, and a
supportive workplace culture
