Trading Support EN-KL

Key Responsibilities

1. Trading‑Related Enquiry Support

‑Handle daily client enquiries concerning trading activities

‑Retrieve client orders, positions, historical trades and account fund records

‑Explain trading outcomes to clients based on system logs and market data

Common enquiry topics: order execution, rejected/cancelled orders, take‑profit & stop‑loss, margin call & stop‑out, margin & free margin, leverage, spread & quotes, slippage, swap, commission, pending orders, trading hours & market holidays.

2. Trading Investigation

‑Retrieve MT4/MT5 trading records and system logs

‑Cross‑check order timestamps, executed prices, client pending order prices against prevailing market quotes

‑Conduct full investigation for client complaints regarding unexpected or anomalous order execution

‑Review account equity, balance, margin level and position records for stop‑out and margin‑shortfall complaints

‑Identify root causes: normal market volatility, client operational error, platform trading parameters, quote/liquidity‑related issues or system technical failures.

3. Internal Stakeholder Support

‑Provide trading‑related support for customer service, sales, back‑office, compliance and other internal teams

‑Support internal stakeholders in understanding trading formulas and order‑execution logic

‑Prepare complete supporting evidence for client complaints and escalated tickets

‑Document investigation conclusions with corresponding trading evidence for each ticket.

4. Ticket Escalation Management

‑Trading parameters, quotes, swap, margin, instrument‑related issues → Escalate to Trading Operations team

‑Platform, server, bridge, liquidity feed, network connectivity failures → Escalate to Technical Support team

‑Large‑exposure risks, suspicious trading behaviour → Escalate to Trading / Risk team

‑Follow‑up on all escalated tickets until closure and sync final conclusions to relevant parties.

5. Trading Platform Monitoring

‑Perform basic monitoring of real‑time MT4/MT5 trading activities

‑Spot anomalous trading behaviours, order‑execution errors and abnormal platform status

‑Report potential trading risk incidents promptly

‑Provide extra support during high‑volatility events, major economic releases and extreme market conditions.

6. Documentation & Process Optimisation

‑Maintain complete records of trading investigation tickets and outcomes

‑Contribute to internal FAQ libraries, knowledge base and standard operating procedures

‑Analyse high‑frequency recurring enquiries and propose optimisation suggestions

‑Participate in UAT and operational testing for client‑trading‑related features.

Job Requirements

1.Trading Knowledge (Mandatory)

Solid foundational to good understanding of CFD/Forex concepts, including buy/sell orders, bid/ask price, spread, margin, leverage, stop‑loss & take‑profit, stop‑out, swap, commission, slippage, market orders and pending orders.

2.Analytical Skills (Mandatory)

Strong investigative and analytical skills with high attention to detail. Able to interpret trading activities and deliver clear investigation conclusions.

3.Communication Skills (Mandatory)

Capable of smooth cross‑department collaboration, handling escalated cases, and working under pressure during periods of high‑market volatility.

4.Education (Preferred)

Diploma or Bachelor’s degree or above in Finance, Business, Economics, Information Technology or other related disciplines.

5.MT4 / MT5 Platform Knowledge (Bonus)

Hands‑on familiarity with MT4 / MT5 or other brokerage trading platforms.

6.Industry Experience (Bonus)

Prior working experience in CFD, Forex, brokerage, fintech, trading floor, trading support or financial‑services related fields.

7.Tool Proficiency (Preferred)

Good command of Excel or equivalent data‑analysis tools.

8.Fresh Graduates (Open for consideration)

Fresh graduates will be considered if they demonstrate strong interest in financial markets and solid analytical capabilities.