Service
Customer Support
A dedicated support team fully trained in your prop firm's products and policies — handling trader queries, disputes, and escalations across email, chat, and ticket channels.
Where Your Traders Need Us, We're There
Our support agents are fully integrated into email, live chat, and ticketing networks, responding to trader queries in minutes under strict SLA guarantees.
Trained on Your Rules
Every support agent is trained on your specific platform, challenge rules, payout structure, and policies before handling a single trader query.
Brand-Aligned Communication
We communicate in your brand's tone and voice. To your traders, we are your support team — not an outsourced service.
SLA-Committed Response Times
We commit to defined first-response and resolution SLAs — so your traders always know they'll hear back promptly.
Scalable Coverage
As your trader base grows, we scale coverage seamlessly — no hiring, training, or management overhead on your side.
Scope of Service
Full-Spectrum Trader Support
Multi-Channel Support Coverage
We handle trader support across email, live chat, and ticket systems — fully trained on your platform, challenge rules, payout policies, and brand voice.
Challenge & Evaluation Support
Answering trader questions about challenge rules, evaluation criteria, account statuses, progression, and funded account eligibility — accurately and consistently.
Payout Query Resolution
Responding to and resolving payout-related queries — status updates, processing timelines, eligibility clarification, and documentation requests.
Dispute & Escalation Handling
Managing trader disputes about account actions, rule enforcement, or payout decisions — with documented escalation paths and fair, policy-aligned resolution.
Account Support & Troubleshooting
Helping traders with account access issues, platform connectivity, order execution queries, and general technical questions about their trading environment.
Support Analytics & Reporting
Weekly reports on ticket volume, first-response times, resolution rates, and common query categories — giving you visibility into your traders' experience.
"ROTEX took over our trader support within a week of our launch. The team knew our rules better than we expected, and our traders noticed the difference immediately."
— Prop Firm Operator, UAE
Give your traders the support they deserve.
Let ROTEX deploy a trained support team for your prop firm — from launch day or whenever you need us.
Book a Free Consultation