Client Support Officer

About the role

PT Brokeret Fintech Solutions is looking for a responsive and well-organized Client Support Officer to assist clients with day-to-day questions, platform usage, technical issues, and service requests. The role requires someone who communicates clearly with clients, understands their issues, provides solutions where possible, and coordinates with internal teams when further technical assistance is required.

Key responsibilities

• Respond to client questions and support requests in a professional and timely manner.
• Assist clients with the use of platforms, products, features, and services.
• Understand and troubleshoot common client and platform-related issues.
• Record, track, and follow up on client support requests until resolution.
• Identify whether an issue can be resolved directly or needs to be escalated to the relevant technical team.
• Clearly communicate client issues and requirements to Development, QA, DevOps, or other internal teams.
• Keep clients updated on the progress and resolution of their requests.
• Help clients understand new features, platform updates, and changes.
• Maintain proper records of client issues, solutions, and recurring problems.
• Identify frequently reported issues and share feedback with the Product and Development teams.

About you

• Experience in Customer Support, Client Support, Technical Support, SaaS, Fintech, or a similar role is preferred.
• Strong spoken and written English.
• Good communication and problem-solving skills.
• Comfortable working with software and learning new technology platforms.
• Able to understand client issues and explain them clearly to technical teams.
• Organized and able to properly follow up on multiple support requests.
• Patient, responsible, and service-oriented.
• Basic knowledge of CRM, trading platforms, Forex/CFD, or fintech products is an advantage.
• Comfortable communicating with international clients.