Customer Support Agent (Bilingual: EnglishVietnamese)
The Business Context
You already use AI in many wayslike deciding what products and services to orderand it may be most familiar to you as a chatbot, as an avatar-maker, or as a way to unlock your screen. But heres 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.
But, like humans, algorithms are what they eat. Theyre only as good as the rules they know and the data theyre trained on. Were the team that helps model these behaviors.
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 bilingual, customer-oriented support agent fluent in English and
Vietnamese. 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 bilingual support via phone, email, and live chat, ensuring a positive experience for both English and Vietnamese-speaking customers.
- Assist with account activation, integration troubleshooting, and product-related inquiries.
- Deliver accurate guidance on client&aposs 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.
- Bilingual fluency in Vietnamese and English, with strong verbal and written communication skills in both languages.
- 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
