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