User Support Specialist

Role Purpose
The Specialized User Support Specialist is the primary point of contact for EcoTrust users across chat, phone, and support channels. The role combines product knowledge, basic financial literacy, and strong communication to resolve user issues quickly, guide users through the app, and prevent minor problems from escalating into serious dissatisfaction.

 
Core Responsibilities
Multichannel Support: Answer user questions about subscriptions, signals, analyses, portfolio updates, payments, and app navigation through chat and phone.
Technical Triage: Investigate reported issues, collect diagnostic details, escalate bugs to Engineering, and follow up until resolution.
Financial Guidance (Within Limits): Explain basic investment concepts (risk, return, diversification, volatility) and clarify EcoTrust’s official content without providing personalized investment advice.
Complaint De-escalation: Listen to dissatisfied users calmly, identify root causes, resolve manageable complaints, and escalate serious cases to the appropriate team.
CRM Documentation: Log all interactions accurately, categorize issues, and track open cases until closure.
Cross-Functional Coordination: Work with Product, Engineering, Analysis, Sales, and Finance teams to resolve user issues end-to-end.
 
Required Skills
Strong written and verbal communication
Basic understanding of investment concepts
Deep knowledge of app features and user journeys
Ability to simplify complex financial topics
Patience and composure with dissatisfied users
Strong documentation and CRM discipline
Clear understanding of the boundary between explanation and investment advice
 
Key KPIs
First response time
Resolution time and first-contact resolution rate
Customer satisfaction score
CRM accuracy and case follow-through
Quality of financial explanations within approved limits
Reduction in repeated issues from incomplete answers
 
Role Boundaries
The specialist may explain EcoTrust’s product, official analyses, and basic financial concepts. They must not provide personalized investment advice, recommend specific buy/sell actions, promise returns, or predict markets. Sensitive or complex financial questions must be escalated to the Analysis team.

Summary
This role is about owning each user issue from first contact to final resolution. Success requires product expertise, financial literacy, clear communication, disciplined follow-up, and strict respect for compliance boundaries.