Support Agent

Company Overview

VEX Group operates trading businesses and provides support to customers and Introducing Brokers (IBs). The Customer Support team addresses real-time inquiries related to account management, verification, and trading services primarily for Spanish-speaking clients and partners.

Key Responsibilities

• Provide real-time responses through live chat during assigned shifts in Dubai.
• Manage customer and IB support tickets and emails from initiation to resolution.
• Handle first-level inquiries regarding account access and verification procedures.
• Clarify the rules, processes, and conditions of the trading platforms to clients.
• Escalate complex technical and trading issues to the Team Leader for further action.
• Maintain accurate and comprehensive records of all interactions.
• Adhere to defined response times and service level agreements (SLAs) established by the team.

Candidate Requirements

• Fluent Spanish language skills with flawless writing ability for chat and email communications; all responses are documented.
• English proficiency at B1 level, sufficient to address common inquiries using approved templates.
• At least one year of experience providing customer support via chat and ticket systems (phone-only experience is insufficient).
• Basic understanding of trading concepts such as drawdown, risk rules, and payouts.
• Familiarity with ticketing systems and live chat platforms.
• Current residence in the United Arab Emirates.

Preferred:

• Prior experience working with brokers, proprietary trading firms, fintech companies, or trading platforms is advantageous.

Compensation and Benefits

The position offers a monthly salary of 4000 AED and may include visa sponsorship.