Customer Support Agent (Fluent in Spanish) - Freelance Project

About this role

Customer Support Agent (Bilingual: English<>Spanish) The Business Context 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. 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. 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 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. Key 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. Qualifications: Qualifications High school diploma or equivalent; a degree in Business, Finance, or IT is a plus. Bilingual fluency in Spanish an