[Hiring] Customer Support Agent @Falcon Funded

Role Description

We are looking for an experienced Customer Support Agent to join our international team.

• Provide customer support through live chat and email.
• Assist traders with questions regarding challenges, funded accounts, trading rules, payouts, account breaches, payments, and platform-related issues.
• Troubleshoot account and platform issues and escalate technical cases when necessary.
• Review account information and trading activity to investigate customer queries.
• Clearly explain trading rules and account conditions to customers.
• Handle multiple customer conversations simultaneously while maintaining accuracy and quality.
• Document customer interactions and maintain accurate internal records.
• Escalate complex cases to Management, Tech, or other relevant departments.
• Identify recurring technical and customer issues and report them internally.
• Follow internal procedures, security protocols, and escalation processes.

Qualifications

• Previous experience working for a prop firm.
• Previous experience in Customer Support.
• Strong knowledge of trading and funded trading challenges.
• Experience using professional customer service/ticketing software.
• Experience handling live chat, email, and multiple simultaneous customer conversations.
• Excellent written and spoken English.
• Excellent attention to detail.
• Strong troubleshooting and problem-solving skills.
• Ability to work independently in a fast-paced remote environment.
• High level of reliability and discretion when handling customer and account information.
• Availability to work rotating shifts, including weekend coverage.

Requirements

• Knowledge of funded trading challenges, payout processes, trading-rule violations, and account breaches.
• Familiarity with MT5.
• Additional languages are a plus.

Position

• Fully remote
• International team
• Rotating shifts, including weekends