Customer Support Agent - Freelance Project

Agency; Colombia; Remote; COP 22,293,000 - 31,210,000; Part time

Benefits offered by this job

Remote work

Job summary

Agency is seeking a Customer Support Agent to assist clients with retirement plan queries, activation tasks, and technical troubleshooting. You will handle inquiries via phone, email, and live chat, ensuring accurate, friendly support for English-speaking customers.

Ideal candidates have a high school diploma, strong English communication, and prior customer service experience in tech or financial services. Familiarity with Zendesk and Aircall is a plus, and remote collaboration is required.

Qualifications

• 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.

Responsibilities

• Provide prompt, accurate support via phone, email, and live chat for English-speaking customers.
• Assist with account activation, integration troubleshooting, and product-related inquiries.
• Deliver guidance on retirement plan offerings (401k, IRA, Profit Sharing Plans).
• Troubleshoot technical issues and escalate complex cases as needed.
• Utilize Zendesk, Aircall, and internal CRM systems to track and resolve interactions.
• Collaborate with internal teams to resolve issues efficiently and improve service.

Skills

English fluency

Customer service

Technical troubleshooting

Remote collaboration

Education

High school diploma

Business/Finance/IT degree (preferred)

Tools

Zendesk

Aircall

Job description

Customer Support Agent

About the RoleBecome 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 OverviewWe 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 elevate complex cases as needed.
• Utilize Zendesk, Aircall, and internal CRM systems for tracking, managing, and resolving customer interactions.
• Collaborate with internal teams to collaborate to roll issues efficiently and /or improve customer to 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

Compensation Type: Hourly Rate: $5/hour Employment type: ContractWorkplace type: RemoteSeniority level: Entry Level