Customer Support Executive

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