Customer Support Agent - Freelance Project

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 - Provide prompt, accurate, and support via phone, email, and live chat, ensuring a positive experience for English speaking customers. - Assist with account activation, integration troubleshooting, and product-related inquiries. - Deliver accurate guidance on client's retirement plan offerings (401k, IRA, Profit Sharing Plans). - Troubleshoot technical issues and escalate complex cases as needed. - Utilize Zendesk, Aircall, and internal CRM systems for tracking, managing, and resolving customer interactions. - Collaborate with internal teams to escalate issues efficiently and improve customer service. Qualifications: - High school diploma or equivalent; a degree in Business, Finance, or IT is a plus. - Fluent in English, with strong verbal and written communication skills. - Previous customer service experience, ideally within technical support or financial services. - Familiarity with retirement plans or financial account management (401k, IRA) is advantageous. - Proficiency in Zendesk and Aircall is preferred. - Excellent multitasking, problem-solving, and organizational skills in a fast-paced environment. - High attention to detail and ability to work both independently and as part of a remote team. - Must pass a background check. Hours: 45-50 hours per week 9-6pm US-ET Must be able to work US-East Coast/New York Time Zone Compensation - Type: Hourly - Rate: $5/hour Employment type: Contract Workplace type: Remote Seniority level: Entry Level