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, solid 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

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