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

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• Serve as the primary point of contact for customer enquiries received through email, chat, phone, and ticketing systems.
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• Provide timely, accurate, and professional support to clients using ActTrader platforms and related products and services.
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• Troubleshoot platform, account, and service-related issues while ensuring prompt resolution within defined service levels (SLAs).
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• Escalate complex technical issues to Product, IT, or Development teams and follow up until resolution.
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• Assist clients with account-related processes, platform navigation, product information, and general operational queries.
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• Monitor and manage support tickets, ensuring proper categorization, prioritization, documentation, and timely closure.
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• Maintain high levels of customer satisfaction by delivering excellent service and proactive communication throughout the support process.
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• Create, update, and maintain knowledge-base articles, FAQs, user guides, and internal support documentation.
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• Collaborate with cross-functional teams, including Product, Operations, Compliance, and Technical Support, to resolve customer issues efficiently.
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• Identify recurring customer issues and recommend process improvements to enhance service quality and operational efficiency.
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• Stay updated on platform enhancements, product releases, and industry developments to provide accurate customer guidance.
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• Adhere to company policies, regulatory requirements, and data security standards while handling customer information.
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Required Qualifications & Skills

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• Bachelor's degree in any discipline; a degree in Business, Finance, Information Technology, or a related field is preferred.
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• 3–5+ years of hands-on experience in Customer Support, Client Services, Technical Support, or Helpdesk operations.
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• Excellent verbal and written communication skills with a strong customer-first mindset.
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• Strong analytical, troubleshooting, and problem-solving abilities.
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• Ability to manage multiple customer requests while maintaining accuracy and responsiveness.
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• Experience using CRM platforms and ticketing systems such as Zendesk, Freshdesk, Salesforce, Jira Service Management, or similar tools.
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• Strong organizational skills with the ability to work effectively in a fast-paced environment.
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• Proficiency in Microsoft Office and general computer applications.
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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