Technical Support Specialist – Level 1

Join our team as a
Technical Support Specialist
You'll be the primary contact for customers, providing exceptional support for technical issues and general inquiries about our products. You'll mainly assist customers via chats, helping with troubleshooting, configuration, and product usage. We're looking for a dynamic and enthusiastic individual to deliver prompt, professional responses.

Responsibilities

• Monitor, identify, and troubleshoot technical issues related to our products.
• Address customer requests by providing guidance on product functionality and resolving technical issues as needed, in accordance with business processes.
• Escalate complex issues to the next level of support or the development team as needed; and
• Any other duties and responsibilities relevant to the role.

Requirements

• At least 1 year of experience in the forex/financial trading or FinTech industry, preferably in dealing team, trading platform administration, or technology provider support.
• Basic knowledge of the Forex industry is required.
• Experience with MetaTrader 4 or MetaTrader 5 administration.
• Fluency in written and verbal English.
• Requires foundational knowledge of network principles and Windows Server administration.
• Ability to work independently with limited supervision, demonstrating strong analytical, assessment, and problem-solving skills.
• Empathetic personality with a genuine passion for helping people.
• Proficient in multitasking.
• Excellent time management, writing, and communication skills.
• Experience with other financial trading technologies is a plus.
• Familiarity with Atlassian products (Jira Software, Service Desk, Opsgenie, Confluence) is advantageous.
• Experience with the Google Cloud Platform is a plus.
• Knowledge of APIs such as FIX and REST is a plus.

Benefits & Perks

• Competitive compensation package.
• Work arrangements: weekly rotating shifts (including night shifts).
• Fully remote role.
• Learning & Development support for your growth.
• Paid annual leave and sick leave.
• Company events and celebrations online/offline.
• Anniversary and birthday gifts for employees.
• Career growth opportunities.
• Work in a supportive and inclusive environment that values teamwork and open communication.

Working in rotational shifts, you will ensure continuous support coverage, effectively managing customer needs across various time zones. You will collaborate closely with other support team members, escalate complex issues to higher-level support or the development team as necessary, and provide clear guidance on product functionality.

This role requires strong analytical and problem-solving skills, a customer-focused and empathetic approach, and flexibility to work evenings, weekends, and holidays to support our global customer base.

Who We Are
Your Bourse is a global company specializing in providing a comprehensive Platform-as-a-Service solution for FX, CFD, and crypto liquidity management, data analytics, reporting, and risk management. Our goal is to empower companies of all sizes and capacities, offering them the tools and technologies needed to thrive in the financial industry.

One of the key strengths of Your Bourse is our flexible and competitive pricing policy, along with bespoke packages tailored to individual requirements. We believe that every company should have the opportunity to benefit from our innovative tools and solutions in a way that suits their specific needs and objectives.

By partnering with Your Bourse, brokers gain access to liquidity from leading providers, enabling them to offer their clients a diverse and competitive trading environment. Additionally, our hosting services in Equinix data centers ensure reliable connectivity and lightning-fast execution.

At Your Bourse, we prioritize the growth and development of our team. We foster a motivating and goal-oriented environment where individuals have ample opportunities to learn and excel in their roles. We believe that by empowering our employees, we can collectively achieve great things.

If you are driven, motivated, and have a clear goal in mind, Your Bourse is the place where you can thrive and accomplish remarkable milestones. Join us on this exciting journey and unlock your full potential.