Customer Support Technical Specialist - Vietnam

Why this role matters

As a Customer Support Subject Matter Expert, you will specialize in resolving trading-related complaints and act as a quality gatekeeper between L1 support and L2 complaints team. Your main goal is to ensure efficient, accurate resolutions and high client satisfaction while reducing invalid escalations through agent feedback and process improvements.

What you'll actually do

Complaint Resolution & Escalation Review

• Handle and resolve specific categories of trading-related complaints with efficiency and accuracy. 
• Review cases escalated to L2 to validate their legitimacy, providing constructive feedback to L1 agents to reduce invalid escalations and improve overall quality

Client Communication & De-escalation

• Call back clients who disagree with L1 explanations to clarify outcomes and manage expectations. 
• Apply empathy and de-escalation techniques to maintain client trust, preventing unnecessary escalations to L2

Workflow & Backlog Management

• Monitor and manage cases and PA form backlogs, Social Media complaints, ensuring timely updates and resolutions. 
• Prioritize cases effectively based on case age and client

Process Improvement & Collaboration

• Work closely with Training and Complaints teams to identify knowledge gaps and common issues. 
• Provide insights and suggestions to improve internal processes, tools, and training materials

Operational Support

• Assist Team Leads in monitoring workflows, case backlogs, and ad-hoc tasks. 
• Support onboarding and knowledge transfer for peers within the team to enhance collective capability

Who we’re looking for

• Bachelor’s Degree/Diploma in Business Administration, Finance, or related field
• Senior Support Agent experience with a proven track record of strong performance, autonomy, and problem-solving ability in a high-paced environment
• Strong understanding of trading mechanics, order execution, and trading complaints.
• Proficiency in internal tools (BO, TOMS, MT, Exness platform) and CRM systems.
• Ability to interpret logs, order histories, and data.
• Knowledge of industry trends and regulatory requirements related to trading complaints
• Strong client-facing communication with empathy and de-escalation skills.
• Analytical mindset and high accountability.
• Decision-making autonomy.
• Flexibility to support global clients, including non-traditional hours
• Daily collaboration with L1 agents, L2 Technical/Dealing teams, and Training departments.
• Direct communication with clients regarding sensitive/disputed trading outcomes

What your journey looks like

1. Interview with Recruiter (30 minutes)
2. Test Task (Offline - 120 minutes)
3. Final interview (60 minutes)

Deadline of Application: 17th March 2026 (any application after this date will not be accepted)