About this role
Customer Support Agent
About the Role
Become part of a dynamic team supporting the latest AI-driven technology in the financial services industry, helping clients manage and optimize their retirement plans.
Job Overview We are looking for a, customer-oriented support agent fluent in English. This role requires addressing customer inquiries via phone, email, and live chat, focused on retirement plan support, account integrations, activations/deactivations, and technical troubleshooting. While prior experience in retirement plans (401k, IRA, Profit Sharing Plans) is beneficial, it is not mandatory.
Key Responsibilities
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Provide prompt, accurate, and support via phone, email, and live chat, ensuring a positive experience for English speaking customers.
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Assist with account activation, integration troubleshooting, and product-related inquiries.
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Deliver accurate guidance on client's retirement plan offerings (401k, IRA, Profit Sharing Plans).
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Troubleshoot technical issues and escalate complex cases as needed.
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Utilize Zendesk, Aircall, and internal CRM systems for tracking, managing, and resolving customer interactions.
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Collaborate with internal teams to escalate issues efficiently and improve customer service.
Qualifications
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High school diploma or equivalent; a degree in Business, Finance, or IT is a plus.
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Fluent in English, with strong verbal and written communication skills.
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Previous customer service experience, ideally within technical support or financial services.
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Familiarity with retirement plans or financial account management (401k, IRA) is advantageous.
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Proficiency in Zendesk and Aircall is preferred.
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Excellent multitasking, problem-solving, and organizational skills in a fast-paced environment.
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High attention to detail and ability to work both independently and as part of a remote team.
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Must pass a background check.
Hours:
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45-50 hours per week
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9-6pm US-ET
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Must be able to work US-East Coast/New York Time Zone
Compensation
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Type: Hourly
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Rate: $5/hour
Employment type: Contract Workplace type: Remote Seniority level: Entry Level