Customer Support Agent (Bilingual: English<>Spanish) - Freelance Project
I
Invisible AgencyFinancial Services
Costa Rica, Belize, Mexico, US-ETContractEntry
Salary not disclosed
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Job Details
- Languages
- English, Spanish
- Required Skills
- Zendesk
Requirements
- High school diploma or equivalent
- Degree in Business, Finance, or IT is a plus
- Bilingual fluency in Spanish and English
- Strong verbal and written communication skills in both languages
- Previous customer service experience
- Experience within technical support or financial services (ideally)
- Familiarity with retirement plans or financial account management (401k, IRA) is advantageous
- Proficiency in Zendesk (preferred)
- Proficiency in Aircall (preferred)
- Excellent multitasking skills
- Problem-solving skills
- Organizational skills in a fast-paced environment
- High attention to detail
- Ability to work both independently and as part of a remote team
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.
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