Customer Support Agent

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

📋 Description

• Deliver timely and precise assistance via phone, email, and live chat for customers who speak English.

• Aid in account activation, troubleshoot integration issues, and address product-related questions.

• Offer advice on clients' retirement plan options, such as 401(k), IRA, and Profit Sharing Plans.

• Diagnose technical problems and escalate more complex cases as needed.

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

• Work in conjunction with internal teams to escalate issues and enhance customer service.

⛳️ Requirements

• Must possess a high school diploma or equivalent; a degree in Business, Finance, or IT is advantageous.

• Fluent in English, with excellent verbal and written communication abilities.

• Prior experience in customer service, preferably within technical support or financial services.

• Knowledge of retirement plans or financial account management (401k, IRA) is beneficial.

• Experience with Zendesk and Aircall is preferred.

• Strong multitasking, problem-solving, and organizational skills in a fast-paced setting.

• Keen attention to detail and the capability to work independently as well as collaboratively within a remote team.

• Must successfully pass a background check.

• Availability to work 45–50 hours per week.

• Willingness to work from 9 a.m.–6 p.m. US Eastern/New York time.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional growth and development.

• Flexible working arrangements and a supportive team environment.