Customer Support Agent

• Support customers using phone, email, and live chat.
• Assist with account activation, integration troubleshooting, and product-related inquiries.
• Provide guidance on client retirement plan offerings, including 401k, IRA, and Profit Sharing Plans.
• Troubleshoot technical issues and escalate complex cases.
• Use Zendesk, Aircall, and internal CRM systems to track, manage, and resolve customer interactions.
• Collaborate with internal teams to escalate issues and improve customer service.

• 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.
• Must be able to work US-East Coast/New York Time Zone.
• 45–50 hours per week availability.