Customer Support Agent

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Assist customers through various channels including phone, email, and live chat.

• Help with the activation of accounts, troubleshoot integration issues, and respond to product-related questions.

• Offer advice on client retirement plan options such as 401k, IRA, and Profit Sharing Plans.

• Resolve technical problems and escalate more complex cases to the appropriate teams.

• Utilize Zendesk, Aircall, and internal CRM systems to monitor, manage, and resolve customer interactions.

• Work collaboratively with internal teams to escalate issues and enhance customer service quality.

⛳️ Requirements

• High school diploma or its equivalent; a degree in Business, Finance, or IT would be beneficial.

• Proficient in English, with exceptional verbal and written communication abilities.

• Prior experience in customer service, particularly in technical support or financial services, is preferred.

• Knowledge of retirement plans or financial account management (such as 401k and IRA) is a plus.

• Familiarity with Zendesk and Aircall is desirable.

• Strong multitasking, problem-solving, and organizational capabilities in a dynamic environment.

• Attention to detail and the ability to work independently as well as part of a remote team are essential.

• Successful completion of a background check is required.

• Availability to work during US-East Coast/New York Time Zone hours.

• Ability to commit to 45–50 hours per week.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Comprehensive health and wellness benefits.

• Supportive team environment and company culture.