Role & responsibilities

Key Responsibilities

1. User & Application Support

- Provide technical support to clients, dealers, and branches through phone, email, chat, and other support channels.
- Handle issues related to trading applications, login, password, order placement, market watch, holdings, positions, and other platform functionalities.
- Assist users with installation, configuration, updates, and basic troubleshooting of applications.
- Guide users step-by-step to resolve application-related issues.

2. Trading Platform Support

- Provide support for Desktop, Web, and Mobile Trading Applications.
- Troubleshoot issues related to order placement, order modification/cancellation, AMO orders, positions, holdings, margin, and market data.
- Understand and support different trading platforms used by the organization.
- Escalate trading-related technical issues to the concerned technical/vendor team when required.

3. Issue Identification & Troubleshooting

- Identify the root cause of technical issues through systematic troubleshooting.
- Check application logs, error messages, screenshots, and other available information.
- Reproduce reported issues wherever possible and provide detailed information to the development/technical team.
- Monitor recurring issues and identify patterns requiring permanent resolution.

4. Ticket & Incident Management

- Create and maintain support tickets for reported issues.
- Ensure accurate recording of issue details, user information, screenshots, error messages, and troubleshooting steps.
- Track incidents until resolution and provide regular updates to users.




- Follow up with internal teams and external vendors for pending issues.
- Maintain proper documentation of resolved and recurring issues.

5. Coordination with Internal Teams

- Coordinate with IT, Development, Network, Database, Operations, Compliance, KYC, and Vendor teams for issue resolution.
- Escalate critical issues within defined timelines.
- Communicate technical issues clearly to non-technical users and internal stakeholders.
- Participate in incident calls and troubleshooting sessions when required.

6. Client & Dealer Support

- Provide professional and courteous assistance to clients and dealers.
- Handle high-priority and business-critical issues effectively.
- Support users during market hours, platform migration, releases, mock trading sessions, and major technical activities.
- Assist users during new application launches, upgrades, and platform migrations.

Required Skills

- Good knowledge of Windows OS, basic networking, browsers, and desktop applications.
- Basic understanding of trading applications and stock market terminology.
- Knowledge of order types such as Market, Limit, Stop Loss, AMO, GTD, etc. is an advantage.
- Good troubleshooting and analytical skills.




- Ability to understand technical errors and identify possible root causes.
- Familiarity with ticketing/helpdesk tools.
- Good written and verbal communication skills.
- Ability to work under pressure, especially during market hours.
- Strong problem-solving and customer-handling skills.

Educational Qualification

- Graduate in Computer Science, IT, BCA, B.Sc. IT, B.Tech/BE, or equivalent qualification.
- Candidates with relevant technical support experience may also be considered.

Key Performance Indicators (KPIs)

- Average response and resolution time.
- First Contact Resolution (FCR).
- Number of tickets resolved within SLA.
- Escalation accuracy and turnaround time.
- Customer/dealer satisfaction.
- Quality and accuracy of ticket documentation.
- Identification of recurring issues and contribution toward permanent fixes.

Preferred Experience

Experience in any of the following industries will be preferred:

- Stock Broking / Capital Markets
- Banking / Financial Services
- FinTech
- Trading Application Support
- IT Helpdesk / Technical Support
- Application Support

Personal Attributes

- Customer-focused and patient.
- Strong ownership of assigned issues.
- Good communication and coordination skills.
- Willingness to learn current applications and technologies.
- Ability to prioritize critical issues.
- Team player with a proactive approach.
- Comfortable working in a fast-paced environment and during market hours.

Preferred candidate profile

Candidates are preferred from Andheri to Borivali

Candidate should have experience in Technical Support in Broking firm

📌 Technical Support Agent (Mumbai)
🏢 Nirmal Bang
📍 Mumbai