At Ecotrust, we are looking for a Support Specialist who can respond to users’ questions with accuracy, patience, and a professional communication style. The role focuses on helping users understand how to use the Ecotrust app, navigate different product features, and better understand the financial proposals provided within the platform.
In this position, you will be one of the main points of contact between users and Ecotrust. You will be responsible for resolving users’ questions and concerns regarding app usage, financial proposals, asset entry, analysis content, portfolio status, and other product features.
This role is suitable for someone who is patient, organized, and consistent in user communication, while also being interested in finance, investing, and asset management. The ideal candidate should be able to explain related concepts in a clear, accurate, and understandable way.

Responsibilities:

• Respond to users’ questions about how to use the Ecotrust app
• Guide users through different product features, including Portfolio, Proposals, Analysis, Market View, and Learning sections
• Provide initial support for users’ questions about the financial proposals and instructions presented in the app
• Guide users in entering, editing, and updating their asset information in the app
• Help users better understand their current portfolio status, target portfolio, and related proposals
• Explain basic concepts related to investing, asset management, and Ecotrust services in a clear and understandable way
• Follow up on users’ issues until a clear outcome is reached
• Accurately record user requests, issues, frequently asked questions, and follow-up status in support tools
• Escalate more specialized cases to the Analysis, Product, or Technical teams when needed
• Share user feedback with relevant teams to improve the product experience
• Help reduce user confusion throughout the product experience and improve user satisfaction
• Maintain a professional, responsible, and trustworthy tone in all user interactions

Required Qualifications and Skills:

• Experience in customer support, customer service, or user communication
• Strong interest in finance, investing, financial markets, and asset management
• Ability to quickly learn financial concepts and explain them to users in a simple, accurate, and understandable way
• Basic familiarity with investment concepts such as risk, return, portfolio management, and diversification
• Ability to understand users’ problems and provide step-by-step guidance
• Patience, attention to detail, and strong written and verbal communication skills
• Ability to consistently follow up on requests until the issue is fully resolved
• Ability to identify which cases can be answered directly and which need to be escalated to a specialist team
• Ability to work with support tools, online chat platforms, or ticketing systems
• A learning mindset, teamwork spirit, and problem-solving attitude

Nice to Have:

• Previous support experience in financial products, investment platforms, stock market services, cryptocurrency, digital banking, or fintech
• Educational background or relevant experience in finance, economics, management, accounting, MBA, or business
• Familiarity with Iran’s financial markets and basic asset management concepts
• Experience working with financial applications or analytical products
• Experience using online chat systems, ticketing platforms, or customer support tools
• Experience working in startups, fintech companies, or technology-driven businesses