Customer Support Agent (Fluent in Spanish) - Freelance Project

Agency; Colombia; Remoto; COP 17.834.000 - 26.751.000; Tempo pieno

Descrizione del lavoro

Agency is seeking a bilingual Customer Support Agent fluent in English and Spanish to support retirement-plan-related inquiries, activations, and account integrations via phone, email, and live chat. You will troubleshoot technical issues using Zendesk, Aircall, and internal CRM, collaborate with teams, and work remotely.

Prior retirement plans knowledge is beneficial but not required. Hours are 45–50 per week, US ET time, with hourly compensation; remote worldwide (preferred locations include

Competenze

• Fluent in English and Spanish with strong communication skills.
• Experience in customer service, preferably technical or financial services.
• Familiarity with retirement plans (401k, IRA) is a plus.

Mansioni

• Provide bilingual support via phone, email, and live chat.
• Assist with activations, integrations, and product inquiries.
• Guide clients on retirement plan offerings (401k, IRA).
• Troubleshoot technical issues and escalate when needed.
• Use Zendesk, Aircall, and CRM systems to track interactions.
• Collaborate with internal teams to improve service.

Conoscenze

Bilingual English/Spanish

Customer service

Technical support

Zendesk familiarity

Aircall familiarity

Remote teamwork

Formazione

High school diploma

Business/Finance/IT degree preferred

Strumenti

Zendesk

Aircall

CRM systems

Descrizione del lavoro

Customer Support Agent (Bilingual: English<>Spanish)

The Business Context You already use AI in many ways—like deciding what products and services to order—and it may be most familiar to you as a chatbot, as an avatar-maker, or as a way to unlock your screen. But here’s what AI may be able to help the world with: finding medical diagnoses, teaching you about scientific research, and calculating the complexities of any function. But, like humans, algorithms are what they eat. They’re only as good as the rules they know and the data they’re trained on. We’re the team that helps model these behaviors.

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 escalated complex cases as needed.
• Utilize Zendesk, Aircall, and internal CRM systems for tracking, managing, and resolving customer interactions.
• Collaborate with internal teams to efficiently elevate issues 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: ContractWorkplace type: RemoteSeniority level: Entry Level