Customer Support Agent (Fluent in Spanish) - Freelance Project

<p> </p> <p><strong>Customer Support Agent (Bilingual: English<>Spanish)</strong></p> <p><span style="font-weight: 400;">The Business Context</span></p> <p><span style="font-weight: 400;">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. </span></p> <p><span style="font-weight: 400;">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.</span></p> <p><strong>About the Role</strong><strong><br></strong>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.</p> <p><strong>Job Overview</strong><strong><br></strong>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.</p> <p><strong>Key Responsibilities</strong></p> <ul> <li>Provide prompt, accurate, and bilingual support via phone, email, and live chat, ensuring a positive experience for both English and Spanish-speaking customers.</li> <li>Assist with account activation, integration troubleshooting, and product-related inquiries.</li> <li>Deliver accurate guidance on client's retirement plan offerings (401k, IRA, Profit Sharing Plans).</li> <li>Troubleshoot technical issues and escalate complex cases as needed.</li> <li>Utilize Zendesk, Aircall, and internal CRM systems for tracking, managing, and resolving customer interactions.</li> <li>Collaborate with internal teams to escalate issues efficiently and improve customer service.</li> </ul> <h4><strong>Qualifications:</strong></h4> <p><strong>Qualifications</strong></p> <ul> <li> <ul> <li>High school diploma or equivalent; a degree in Business, Finance, or IT is a plus.</li> <li>Bilingual fluency in Spanish and English, with strong verbal and written communication skills in both languages.</li> <li>Previous customer service experience, ideally within technical support or financial services.</li> <li>Familiarity with retirement plans or financial account management (401k, IRA) is advantageous.</li> <li>Proficiency in Zendesk and Aircall is preferred.</li> <li>Excellent multitasking, problem-solving, and organizational skills in a fast-paced environment.</li> <li>High attention to detail and ability to work both independently and as part of a remote team.</li> <li>Must pass a background check.</li> </ul> </li> </ul> <p><span style="font-weight: 400;"><strong>Remote – Preferred locations: Costa Rica, Belize, Mexico </strong><br></span></p> <p> </p> <p><strong>Hours:</strong></p> <p>45-50 hours per week</p> <p>9-6pm US-ET</p> <p><strong>Must be able to work US-East Coast/New York Time Zone</strong></p> <p><strong>Compensation</strong></p> <ul> <li>Type: Hourly</li> <li>Rate: $5/hour</li> </ul> <p>Employment type: Contract<br>Workplace type: Remote<br>Seniority level: Entry Level</p>