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
Requirements
- High school diploma or equivalent
- Fluent in English, with strong verbal and written communication skills
- Previous customer service experience, ideally within technical support or financial services
- 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
Nice to Have
- A degree in Business, Finance, or IT is a plus
- Familiarity with retirement plans or financial account management (401k, IRA)
- Proficiency in Zendesk and Aircall
