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 skilled 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

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