Client Support Agent

INGOT

Purpose of Role/Summary:

To act as the "First Line of Defense" for the client base. You will handle inbound inquiries via Live Chat and Email, resolving 80% of issues (Login, Funding, Verification, Platform) on the first contact using established SOPs. You deliver a premium, personalized experience to Arabic-speaking clients while maintaining strict operational compliance.

Main Activities and Responsibilities:

• Inbound Response: Handle daily volume of Live Chats and Tickets within SLA (response time
  
• Account Troubleshooting: execute Level 1 SOPs for Password Resets, Deposit Declines, and Withdrawal Status queries
• Platform Support: Assist clients with Webtrader login errors, platform navigation, and basic trade inquiries (e.g., "Why was my trade closed? )
• KYC Assistance: Explain rejection reasons to clients clearly in Arabic to help them get verified faster
• Escalation: Triage technical bugs to the Tech Lead and complex complaints to Compliance
• Translation: Assist in localizing Help Center articles and macro templates into Native Arabic
• Communicate effectively and professionally with clients via email, live chat, and tickets
• Support the onboarding process for new clients and update existing client accounts as needed
• Verify and monitor KYC documentation for new clients and collaborate with compliance to resolve discrepancies
• Maintain accurate records of client interactions and KYC approvals
• Process manual transactions (creating and/or reassigning)
• Engage with assigned clients proactively to address their needs and ensure satisfaction
• Collaborate with the Team Leader to implement strategies for retaining valuable clients
• Adhere to any requests related to the above points while upholding the company s values
  

Required Skills & Experience:

• 1 3 years experience in Customer Support (Forex/Fintech experience is a major plus)
• Native Arabic and Fluent English (Written & Spoken) are essential, any additional language would be considered an advantage
• Comfortable using ticketing systems (e.g., Zendesk) and Proprietary Webtraders/Trading Platforms
• High emotional intelligence, patience, and the ability to simplify complex financial terms for beginners
• Willingness to work on a rotating shift schedule (including evenings)