At
Arrow Fin, we develop cutting-edge technology and software solutions powering
high-performance financial and trading operations. We pride ourselves on
maintaining an agile, tech-driven, and client-centric environment where
innovation meets high operational efficiency.

1. Role Purpose

We are
seeking a proactive, highly organized, and client-focused Customer Support
Specialist to handle Level 1 Technical Support and platform operations. In this
role, you will be the primary point of contact for live client interactions via
Zoho, manage ticket routing, assist with trading platform/commission queries, and support market data enablements.

1. Key Responsibilities

- Live

Chat & L1 Support: Handle incoming support chats during day sessions via
SalesIQ, providing first-level technical and platform support.

- Ticket

Routing & Triage: Accurately assign and route incoming support tickets to
the appropriate internal or technical teams.

- Market

Data & Commissions Operations: Verify, confirm, and update market data
costs, data enablements, and handle commission-related questions and updates.

- Technical

Escalations: Manage platform change requests, feature requests, connection
issues, and settings verification with FCMs (Futures Commission Merchants).

- Knowledge





Management: Proactively suggest new help desk articles and documentation
improvements based on recurring client inquiries.

1. Required Qualifications & Skills

Hard Requirements

- Language:

C1 English proficiency (written and spoken) is required for seamless real-time
client chat and ticket documentation.

- Experience:

Minimum of 2 years of experience in customer-facing support roles (Customer
Support, L1 Tech Support, or Platform Operations).

- Tools

& CRM: Experience with Zoho (SalesIQ / CRM) or equivalent live chat and

ticketing platforms, alongside strong tech habits.

Soft Skills

- Objective-Oriented

& Ownership: High accountability in resolving client inquiries promptly
during active market hours.

- Assertive

Communication: Clear, concise, and empathetic communication via live chat and
written tickets.

- Multitasking

& Organization: Ability to handle concurrent chat sessions, route tickets, and keep precise records under fast-paced conditions.

Nice to Have

- Familiarity

with FCMs, futures markets, trading platforms, or Market Data enablements.

- Prior

experience in a fintech or software SaaS environment.

📌 Customer Support Specialist (English Level?? (Medellín)
🏢 ArrowFin Colombia
📍 Medellín