Prop Firm Support Specialist

**Job Summary**

As a **Support Specialist**, you will play a vital role in assisting traders by providing clear guidance on our firm’s rules, advancement criteria, and key aspects of their journey. Your responsibilities will include handling customer inquiries, providing technology and data support, managing payouts, and ensuring compliance.

This role requires direct interaction with traders, helping them navigate the evaluation process and meet the necessary requirements for progression within the firm. You will collaborate with various teams to ensure traders receive accurate information and seamless assistance.

Everyone joining our company will start as a **Support** **Specialist**, providing a strong operational foundation. From there, we offer opportunities for career growth within the department or progression into **Payouts & Compliance** as the next stage. Further advancement into **Risk Management** may also be possible based on experience and performance.

**Key Responsibilities**

**Customer Support**:

- Respond to and resolve customer support tickets related to trading rules, criteria for advancement, and other firm-related inquiries.
- Conduct one-on-one calls with traders during critical situations to provide immediate assistance.
- Perform remote support sessions for technology issues and specific technical needs based on trader requests.

**Trader Assistance and Guidance**:

- Help traders understand the evaluation criteria and the steps necessary to become a prop trader within the firm.
- Provide clear and concise explanations of the firm's rules, compliance requirements, and payout processes.
- Assist traders in understanding and using the firm’s trading platform and tools.

**Technical Support and Data Management**:

- Offer technology support related to trading platform access, data issues, and other technical aspects.
- Assist with data support, ensuring accurate and timely reporting of trader performance and compliance.

**Compliance and Payout Support**:

- Ensure traders are aware of and adhere to the firm's compliance requirements.
- Support the process of evaluating trader performance for payouts and progression within the firm.

**Documentation and Reporting**:

- Document and report support interactions, issues, and resolutions in a clear and organized manner.
- Collaborate closely with other teams to ensure seamless communication and accurate information dissemination.

**Continuous Learning and Process Improvement**:

- Stay up to date with industry best practices in support and customer service.
- Engage in ongoing professional development to remain informed about the latest advancements in trading and support methodologies.
- Actively contribute to the continuous improvement of support processes and practices.

**Qualifications**
- Strong understanding of financial markets, especially Futures, is a must.
- Previous experience in customer support roles, preferably in a financial or trading environment.
- Excellent communication and interpersonal skills.
- Proficiency in using trading platforms and related technology.
- Strong problem-solving skills and meticulous attention to detail.
- Knowledge of compliance and regulatory requirements in the trading industry is a plus.

**Technical Proficiency Expectations**
- **Zoom** - Ability to schedule, host, and manage meetings, including screen sharing, breakout rooms, and troubleshooting basic connectivity issues.
- **Slack** - Efficient use of channels, threads, tagging team members, setting statuses, and integrating apps like Zoom and Google Calendar.
- **Google Calendar** - Scheduling and managing events, handling multiple time zones, setting reminders, confirming invitations, proposing new times for events, setting up out-of-office notifications, subscribing to colleagues' calendars, and viewing/editing shared calendars.
- **Calendly** - Setting up availability, managing meeting links, customizing event settings, managing shared calendars, and ensuring smooth scheduling to optimize availability.
- **CRM Software** - Logging customer interactions, updating records, and pulling reports (experience with platforms like HubSpot, Salesforce, Infusionsoft by Keap, or similar is preferred).
- **Project Management & Ticketing Software**(Asana, Trello, Jira, Zendesk, or similar) - Assigning tasks, tracking progress, updating deadlines, and managing workflows.
- **KYC & Verification Platforms** - Experience with identity verification solutions like Veriff, Sumsub or similar platforms is a plus but not required.
- **E-Commerce & Payment Support** - Familiarity with WordPress & WooCommerce for handling customer data, assisting with coupons, resolving payment issues, and supporting order-related inquiries is beneficial but not required.

**Work Environment**
- Fully remote, full-time position.
- Rotational shifts based on U.S. Eastern Time, including nights and weekends as needed.
- A high level of responsiveness, accountability, and engag