Technical Support Agent

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 new 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