Customer Support Agent - Freelance Project

Meridial; Malaysia; On-site; MYR 23,510 - 33,485; Part time

Job summary

Meridial is looking for a Customer Support Agent for a freelance project based in Malaysia. This remote position will involve supporting clients in managing their retirement plans using AI-driven technology.

Key responsibilities include providing support via phone, email, and chat, assisting with account issues, and utilizing tools like Zendesk. Ideal candidates will have English fluency, customer service experience, and a high school diploma.

This is an entry-level contract with flexibility in hours, requiring availability during US Eastern Time.

Qualifications

• Customer support experience, ideally in technical support or financial services.
• Proficiency in Zendesk and Aircall is preferred.
• Attention to detail and ability to work independently in a remote setting.

Responsibilities

• Provide prompt, accurate support via phone, email, and live chat.
• Assist with account activation and troubleshoot issues.
• Utilize CRM systems for tracking and resolving customer interactions.

Skills

Customer service experience

Fluency in English

Multitasking skills

Technical knowledge

Education

High school diploma or equivalent

Degree in Business, Finance, or IT

Tools

Zendesk

Aircall

Job description

Customer Support Agent - Freelance Project

Location: Malaysia

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.

Key Responsibilities

• Provide prompt, accurate support via phone, email, and live chat to ensure a positive experience for English‑speaking customers.
• Assist with account activation, integration troubleshooting, and product‑related inquiries.
• Deliver accurate guidance on client 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 address issues efficiently and improve customer service.

Qualifications

• High school diploma or equivalent; a degree in Business, Finance, or IT is a plus.
• Fluency in English, with strong verbal and written communication skills.
• Previous customer service experience, ideally in 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. Availability required during 9:00 PM - 6:00 AM US-ET and 8:00 AM - 5:00 PM ET.

Additional Requirement

Must be able to work US-East Coast/New York Time Zone.

Compensation

• Type: Hourly
• Rate: $5 per hour

Employment Details

Employment type: Contract
Workplace type: Remote
Seniority level: Entry Level