Forex Technical Support Virtual Assistant

We are looking for a dedicated and knowledgeable Forex Technical Support Virtual Assistant to provide exceptional customer service and technical support to our clients in the forex industry. As a Virtual Assistant, you will be responsible for assisting customers with their forex trading platforms, resolving technical issues, and ensuring a smooth trading experience. This role requires strong communication skills, a deep understanding of forex trading concepts, and the ability to work remotely.

Responsibilities:
1. Provide prompt and professional technical support to customers via email, chat, zoom or online call, addressing their inquiries, issues, and concerns related to forex trading platforms and tools.
2. Assist customers in setting up their trading accounts, configuring trading software, and navigating various trading features.
3. Troubleshoot and resolve technical problems customers encounter while using forex trading platforms, such as connectivity issues, software errors, and order execution problems.
4. Guide customers through technical processes, including software installations.
5. Maintain a comprehensive understanding of forex trading concepts, including currency pairs, leverage, margin requirements, indicators, and trading strategies, to effectively assist customers with their trading activities.
6. Document customer interactions, including problem descriptions, troubleshooting steps, and resolutions, in a detailed and accurate manner.
7. Collaborate with internal teams, such as developers and analysts, to escalate and resolve complex technical issues, providing all necessary information for efficient troubleshooting and resolution.
8. Stay up-to-date with industry trends, regulatory changes, and software updates in the forex market to ensure accurate and relevant customer support.
9. Continuously improve and update technical support documentation, including FAQs, knowledge base articles, and video tutorials, to assist customers with self-help resources.
10. Maintain a positive and customer-centric approach, ensuring a personalized and empathetic support experience for each customer.

Requirements:
1. Proven experience as a Forex Technical Support Virtual Assistant or a similar role in the forex industry.
2. Basic knowledge of forex trading concepts, including currency pairs, leverage, margin requirements, and indicators.
3. Excellent communication skills, both written and verbal, with the ability to explain technical concepts to customers effectively.
4. Proficiency in using forex trading platforms, such as MetaTrader 4 (MT4) or MetaTrader 5 (MT5), and familiarity with trading tools and features.
5. Ability to troubleshoot and resolve technical issues related to forex trading platforms, including software installations, connectivity problems, and order execution errors.
6. Strong problem-solving and analytical skills, with the ability to think critically and provide appropriate solutions.
7. Ability to work independently and manage time effectively in a remote work environment.
8. Customer-oriented mindset with a strong focus on delivering high-quality service and ensuring customer satisfaction.
9. Proficient in English
10. Relevant certifications or qualifications in forex trading or technical support are beneficial but not mandatory.
11. Working Hours: Mon-Fri (GMT+8) 2pm-11pm
11. If you understood the requirement, include “Durian” in your message