Agency
Customer Support Agent - Freelance Project
Malaysia
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hirly's read of this role
- Role family
- Customer support
- Seniority
- Mid level
- Work mode
- Remote-friendly
- First seen by hirly
- 3 Sept 2026
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the posting
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. While prior experience in retirement plans (401k, IRA, Profit Sharing Plans) is beneficial, it is not mandatory.
Key Responsibilities
Provide prompt, accurate, and 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 (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:
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 (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
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
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