Customer Support Agent

4 semanas atrás

São Paulo, São Paulo, Brasil Invisible Agency Tempo inteiro
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 bilingual, customer-oriented support agent fluent in English and Spanish. 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 bilingual support via phone, email, and live chat, ensuring a positive experience for both English and Spanish-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.
  • Bilingual fluency in Spanish and English, with strong verbal and written communication skills in both languages.
  • 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.

Remote – Preferred locations: Costa Rica, Belize, Mexico

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

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