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Customer Support Specialist

  • Indonesia

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Doo Group is a global fintech company headquartered in Singapore with regional presence around the world including Kuala Lumpur, Hong Kong, Dubai, London, Sydney and more.

With 6 major business lines strategically positioned in global markets, including Brokerage (Doo Clearing, Doo Financial, Doo Prime), Wealth Management (Doo Wealth), Payment Exchange (Doo Payment), FinTech (FinPoints), Financial Education (Doo Academy) and Health Care (Doo Health). Doo Group is actively building a comprehensive financial ecosystem, helping you to achieve an ideal financial life and towards α better future together!

We are looking for a Customer Support Specialist from the financial services industry, ideally with experience in brokerage industry to join our growing team in South Jakarta.

Position title: Product Support Executive (kindly note this is the position title used at Doo Group)

Working location: South Jakarta

Responsibilities & duties:

Technical and Trading System Support:

  • Provide comprehensive support, coordination, and correspondence for technical and trading systems.
  • Assist customers in utilizing finance-related software, including CRM and trading platforms.
  • Address and solve complex customer issues at the technical level, ensuring quick responses, identifying root causes, proposing optimization plans, and driving implementation.

Stakeholder Collaboration:

  • Liaise effectively with system and technical suppliers, as well as business partners, to resolve technical issues related to corporate clients via emails and conference calls.

System Testing and Maintenance:

  • Conduct testing and maintenance on trading systems, product servers, and networks to minimize business disruptions.
  • Record and document product problems and user needs promptly, organize central documents, and provide feedback to the technical department for ongoing product development optimization.

Cross-Functional Collaboration:

  • Collaborate and communicate with the Research & Development (R&D) team for system testing.
  • Escalate commercial inquiries and actively contribute to system bug fixing efforts.

Knowledge Sharing and Training:

  • Conduct technical tests and translate experiences into written documentation.
  • Share experiences and provide training to team members to enhance overall team competency.

Skills and Knowledge Required:

  • Experience: Minimum 2 years of experience in Technical Support or Customer Service.
  • Education: Possess at least a Bachelor’s Degree in Finance or relevant field.
  • Language skills: Proficient in English and native Indonesian language (reading, speaking, and writing).
  • Work flexibility: Willingness to work shifts and standby during weekends when required.
  • Technical expertise: Experience in supporting client’s enquiries and technical issues in the Financial Services, Forex, or Futures industry is ideal.
  • Software proficiency: Experience in trading/investment/finance/forex will be and added advantage.
  • Trading platform knowledge such as MT4 / MT5 platforms is advantageous.
  • Effective communication and collaboration skills with both technical and non-technical stakeholders.
  • Exceptional problem-solving skills and ability to handle complex technical issues.
  • Effective communication and collaboration skills with both technical and non-technical stakeholders.
  • Strong documentation skills for recording product problems and user needs.

Why Join Us?

✅ Rewarding career development with regional exposure

✅ Dynamic and collaborative work environment with a young & energetic team

✅ Weekly teatime and lucky draw sessions

✅ Festive seasons & birthday celebrations

✅ Free-flow snacks and drinks

Interested in joining our team and explore your talents in different parts of the world? Worry not, a work visa will be provided by Doo Prime too, if applicable.

Please send in your resume, and personal as well as professional certificates, along with your job application to our HR mailbox: [email protected]

We will contact you soon if the requirements are met.