Sobre

• Customer Support Agent (Bilingual: EnglishSpanish)
• 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 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

• 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