Customer Support Agent

Invisible Agency; Remote; MYR 20,000 - 100,000; Part time

Job summary

A progressive support firm is seeking a Customer Support Agent for a freelance remote project. The candidate must be fluent in English and capable of assisting clients with their retirement plans via phone, email, and live chat. This entry-level role involves addressing inquiries related to account integration, technical troubleshooting, and ensuring a positive customer experience. Preference is given to candidates with customer service experience, especially in financial services. Compensated at $5/hour for 45–50 hours per week.

Benefits

Flexible working hours

Work from anywhere

Qualifications

• High attention to detail and ability to work both independently and as part of a remote team.
• Must pass a background check.
• Previous customer service experience, ideally within technical support or financial services.

Responsibilities

• Provide prompt, accurate support via phone, email, and live chat.
• Assist with account activation, integration troubleshooting, and product-related inquiries.
• Troubleshoot technical issues and escalate complex cases as needed.

Skills

Fluent in English

Customer service experience

Problem-solving skills

Attention to detail

Multitasking ability

Education

High school diploma or equivalent

Degree in Business, Finance, or IT

Tools

Zendesk

Aircall

Job description

Customer Support Agent - Freelance Project

Malaysia

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. Prior experience in retirement plans (401(k), IRA, Profit Sharing Plans) is beneficial, but not mandatory.

Key Responsibilities

• Provide prompt, accurate 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 (401(k), IRA, Profit Sharing Plans).
• Troubleshoot technical issues and escalates complex cases as needed.
• Utilize Zendesk, Aircall, and internal CRM systems for tracking, managing, and resolving customer interactions.
• Collaborate with internal teams to escalates 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 (401(k), 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 – 9‑6 pm 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