Customer Support Analyst | Futures Trading Platforms

Quick facts

• PHP 38,000 - PHP 42,000 per month
  
• 100% work from home
  
• Full-time, permanent
  
• Monday to Friday, 2:00 PM to 11:00 PM PHT (US client hours)
  

If you have supported traders on futures trading platforms, are tech-savvy and organised, and thrive on solving problems for clients, this is a stable, well-paying role with a fast-growing US trading technology company.

We are placing Customer Support Analysts to join an established team supporting a US futures trading software and technology client. You will manage support tickets, troubleshoot platform and connection issues, support technical client onboarding, and assist with QA testing. If you have supported customers at a futures prop firm, or worked in futures brokerage or futures trading and then moved into customer service or technical support, you will feel at home here.

You will receive full training on the client's platforms and systems. What matters most is that you are organised, proactive, and confident making decisions independently.

This is a hybrid operations and support role where no two days are the same. If you enjoy problem-solving, can juggle multiple priorities without dropping the ball, and know when to act and when to escalate, apply now.

What you'll be doing

Client Support

• Respond promptly to support enquiries across multiple channels: email, live chat, and phone
  
• Troubleshoot platform and connection issues by navigating internal systems to diagnose whether problems are user error or system errors
  
• Explain futures basics clearly to clients, including contract symbols, micro and mini contracts, order types, and trading sessions
  
• Manage client support tickets in Jira and Intercom, helping users with questions about the trading platforms and technology
  

Client Onboarding

• Support technical onboarding for new clients by configuring and customising software platforms per established procedures
  
• Track onboarding progress and maintain clear documentation, providing regular status updates to keep milestones on track
  

QA & Platform Testing

• Assist with deployment testing by following QA procedures to identify issues (full training provided)
  
• Document and report bugs and issues found during testing clearly and accurately
  

What you'll need

• Hands-on experience supporting customers on at least one futures trading platform or connection, such as Rithmic, Tradovate, NinjaTrader, Quantower, ATAS, Sierra Chart, TickBlaze or DeepCharts
  
• A futures background: customer or technical support at a futures prop firm, or a background in futures brokerage or futures trading together with prior customer service or technical support
  
• A working understanding of futures basics, including contract symbols, micro and mini contracts, order types and trading sessions, and the ability to explain them clearly to clients
  
• At least 3 years supporting customers through voice, email and/or live chat in a customer support, customer operations, SaaS, technology or software environment, with responsibility for investigating and resolving customer issues
  
• At least 2 years managing customer issues through ticketing systems, supported by email and/or live chat, from investigation through resolution for international clients
  
• Comfortable investigating customer issues across multiple internal systems and determining whether an issue can be resolved or requires escalation
  
• Strong organisational skills and the ability to manage multiple priorities simultaneously
  
• Excellent written and verbal English communication skills
  
• Proficiency in MS Excel and Google Docs
  
• Proactive, resourceful, and confident making decisions independently
  
• Available to work Monday to Friday, 2:00 PM to 11:00 PM PHT
  

Nice to have

• Experience with more than one futures trading platform or connection
  
• Customer or technical support at a futures prop firm
  
• Experience with ticketing systems such as Jira or Intercom
  
• QA or software testing experience
  
• Experience updating and maintaining records in a CRM or internal systems
  

Why Offshore 24/7

Offshore 24/7 has been placing Filipino professionals with international businesses since 2008, with more than 500 professionals placed. We are rated 4.9/5 on Glassdoor and 5.0 on Google, and you will hold a local Philippines employment contract with real job security. Ongoing training and coaching is part of how we look after our people.

What you get

• PHP 38,000 - PHP 42,000 per month
  
• 100% work from home
  
• Full-time, permanent Philippine employment with Offshore 24/7, supporting an established US technology company
  
• Monday to Friday, 2:00 PM - 11:00 PM PHT
  
• Complete WFH equipment provided - company laptop and all equipment required for your role
  
• HMO coverage from Day 1
  
• 20 days paid leave per year - 15 annual leave + 5 sick leave, accruing from Day 1
  
• 13th month pay
  
• Government-mandated benefits
  
• Annual rate and performance review
  
• Comprehensive training and ongoing professional development
  
• Regular staff events and team activities
  

If you have hands-on experience supporting customers on a futures trading platform, understand futures basics, can diagnose problems rather than just route them, and are available Monday to Friday, 2:00 PM to 11:00 PM PHT, we would love to hear from you.