📍 Job Overview

Job Title: Customer Support Agent - (Fluent in Vietnamese)
Company: Invisible Agency
Location: Malaysia
Job Type: Contract
Category: Customer Support
Date Posted: 2025-07-30
Experience Level: Entry Level
Remote Status: On-site (Malaysia)

🚀 Role Summary

Provide prompt, accurate, and bilingual support to customers via phone, email, and live chat in English and Vietnamese.
Assist with account activations, integrations, and product-related inquiries, ensuring a positive customer experience.
Deliver accurate guidance on client's retirement plan offerings (401k, IRA, Profit Sharing Plans).
Troubleshoot technical issues and escalate complex cases as needed.
Collaborate with internal teams to improve customer service and resolve issues efficiently.

📝 Enhancement Note: This role requires strong communication skills in both English and Vietnamese, with a focus on providing exceptional customer support in the financial services industry.

💻 Primary Responsibilities

Customer Support: Handle customer inquiries via phone, email, and live chat, ensuring a positive experience for both English and Vietnamese-speaking customers.
Account Management: Assist with account activations, integrations, and product-related inquiries, providing accurate guidance on client's retirement plan offerings.
Technical Troubleshooting: Troubleshoot technical issues and escalate complex cases as needed, utilizing Zendesk, Aircall, and internal CRM systems for tracking and resolution.
Team Collaboration: Collaborate with internal teams to escalate issues efficiently and improve customer service, working both independently and as part of a remote team.

🎓 Skills & Qualifications

Education: High school diploma or equivalent; a degree in Business, Finance, or IT is a plus.

Experience: Previous customer service experience, ideally within technical support or financial services.

Required Skills:

Bilingual fluency in Vietnamese and English, with strong verbal and written communication skills in both languages.
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.

Preferred Skills:

Previous experience in retirement plans (401k, IRA, Profit Sharing Plans).
Familiarity with CRM systems and customer service best practices.

📊 Web Portfolio & Project Requirements

Customer Service Portfolio: Prepare a portfolio showcasing your customer service experience, highlighting successful customer interactions, problem-solving strategies, and positive customer feedback.
Language Proficiency: Demonstrate your proficiency in both English and Vietnamese through language tests, certifications, or previous work samples.
Technical Support Experience: Include examples of technical support cases you've handled, explaining the issues, the steps you took to resolve them, and the outcomes.

💵 Compensation & Benefits

Salary Range: $5/hour

Benefits:

Contract employment with the opportunity to work in a dynamic team supporting AI-driven technology in the financial services industry.
Remote work arrangement, allowing for flexibility and work-life balance.
The chance to grow professionally in a customer support role within the financial services industry.

Working Hours: 45-50 hours per week, 9-6pm US-ET (must be able to work US-East Coast/New York Time Zone)

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services, specializing in AI-driven technology for retirement plan management and optimization.

Company Size: Small to medium-sized team, focused on supporting the latest AI-driven technology in the financial services industry.

Founded: Not specified

Team Structure:

Customer Support Team: Responsible for providing prompt, accurate, and bilingual support to customers via phone, email, and live chat.
Internal Teams: Collaborate with customer support to escalate issues efficiently and improve customer service.

Development Methodology:

Not specified, but the role requires working with Zendesk, Aircall, and internal CRM systems for tracking, managing, and resolving customer interactions.

Company Website: Invisible Agency

📝 Enhancement Note: The company's focus on AI-driven technology in the financial services industry suggests a dynamic and innovative work environment, with a strong emphasis on customer support and technical troubleshooting.

📈 Career & Growth Analysis

Customer Support Agent Career Level: Entry-level position focused on providing exceptional customer support in a bilingual environment, with a focus on the financial services industry.

Reporting Structure: Reports directly to the Customer Support Manager or a similar role within the organization.

Technical Impact: Directly impacts customer satisfaction and retention by providing accurate and timely support to customers, resolving technical issues, and assisting with account activations and integrations.

Growth Opportunities:

Develop expertise in retirement plan offerings and financial account management.
Improve language proficiency and communication skills in both English and Vietnamese.
Gain experience in customer service best practices and CRM systems.
Advance to a senior customer support role or explore opportunities in related fields, such as technical support or financial services.

📝 Enhancement Note: This entry-level role offers the opportunity to gain valuable experience in customer support within the financial services industry, with potential for growth and development in related fields.

🌐 Work Environment

Office Type: On-site in Malaysia, with a remote work arrangement for this specific role.

Office Location(s): Malaysia

Workspace Context:

Collaborative work environment, with a focus on customer support and technical troubleshooting.
Utilize Zendesk, Aircall, and internal CRM systems for tracking, managing, and resolving customer interactions.
Work independently and as part of a remote team, collaborating with internal teams to improve customer service.

Work Schedule: 45-50 hours per week, 9-6pm US-ET (must be able to work US-East Coast/New York Time Zone)

📝 Enhancement Note: The remote work arrangement for this role allows for flexibility and work-life balance, while the on-site office in Malaysia provides a collaborative work environment for customer support and technical troubleshooting.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess language proficiency, communication skills, and customer service experience.
Technical Assessment: A practical exercise demonstrating your ability to handle customer inquiries, troubleshoot technical issues, and utilize Zendesk, Aircall, and internal CRM systems.
Final Interview: A discussion with the hiring manager or a senior team member to assess cultural fit, motivation, and long-term goals.

Portfolio Review Tips:

Highlight successful customer interactions, problem-solving strategies, and positive customer feedback.
Include examples of technical support cases you've handled, explaining the issues, the steps you took to resolve them, and the outcomes.
Demonstrate your proficiency in both English and Vietnamese through language tests, certifications, or previous work samples.

Technical Challenge Preparation:

Familiarize yourself with Zendesk, Aircall, and internal CRM systems, understanding how to track, manage, and resolve customer interactions.
Brush up on your knowledge of retirement plan offerings (401k, IRA, Profit Sharing Plans) and financial account management.
Prepare for a practical exercise demonstrating your ability to handle customer inquiries and troubleshoot technical issues.

ATS Keywords:

Customer Service
Technical Support
Bilingual (English/Vietnamese)
Retirement Plans
Account Management
Troubleshooting
Zendesk
Aircall
CRM
Problem Solving
Multitasking
Attention to Detail
Communication

📝 Enhancement Note: The interview process for this role focuses on assessing language proficiency, communication skills, customer service experience, and technical troubleshooting abilities, with a practical exercise demonstrating your ability to handle customer inquiries and utilize relevant systems.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Zendesk: A customer service and support ticketing platform used for tracking, managing, and resolving customer interactions.
Aircall: A cloud-based phone system and call center software for handling customer inquiries via phone.
Internal CRM Systems: Custom-built or third-party customer relationship management systems used for tracking customer interactions and managing customer data.

📝 Enhancement Note: The technology stack for this role focuses on customer support and customer relationship management, with a emphasis on utilizing Zendesk, Aircall, and internal CRM systems for tracking, managing, and resolving customer interactions.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: A strong commitment to providing exceptional customer support and ensuring customer satisfaction.
Communication: Clear, concise, and effective communication in both English and Vietnamese.
Problem Solving: The ability to troubleshoot technical issues and find creative solutions to customer problems.
Collaboration: Working effectively as part of a remote team, collaborating with internal teams to improve customer service.

Collaboration Style:

Cross-Functional Integration: Collaborating with internal teams, such as product, engineering, or sales, to resolve customer issues and improve customer service.
Peer Support: Working closely with other customer support agents to share knowledge, best practices, and troubleshooting strategies.
Continuous Learning: Staying up-to-date with the latest customer service best practices, retirement plan offerings, and financial account management trends.

📝 Enhancement Note: The customer support values and collaboration style for this role emphasize effective communication, problem-solving, and collaboration, with a focus on providing exceptional customer support in a bilingual environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Language Barrier: Overcoming communication challenges when assisting customers who speak only Vietnamese or have limited English proficiency.
Technical Troubleshooting: Resolving complex technical issues that may require escalation to internal teams or subject matter experts.
Time Management: Balancing multiple customer inquiries, troubleshooting tasks, and administrative duties within a fast-paced environment.

Learning & Development Opportunities:

Language Proficiency: Improving your proficiency in both English and Vietnamese through language courses, workshops, or self-study.
Customer Service Training: Participating in customer service workshops, webinars, or online courses to enhance your skills and knowledge.
Technical Skills Development: Expanding your understanding of retirement plan offerings, financial account management, and technical troubleshooting best practices.

📝 Enhancement Note: The technical challenges and learning opportunities for this role focus on improving language proficiency, customer service skills, and technical troubleshooting abilities, with a emphasis on providing exceptional customer support in a bilingual environment.

💡 Interview Preparation

Technical Questions:

Language Proficiency: Be prepared to demonstrate your proficiency in both English and Vietnamese through conversation, written exercises, or language tests.
Customer Service Scenarios: Practice handling customer inquiries, troubleshooting technical issues, and utilizing Zendesk, Aircall, and internal CRM systems in a simulated customer support environment.
Retirement Plan Knowledge: Brush up on your knowledge of retirement plan offerings (401k, IRA, Profit Sharing Plans) and financial account management.

Company & Culture Questions:

Company Mission: Research the company's mission, values, and focus on AI-driven technology in the financial services industry.
Team Dynamics: Prepare for questions about working effectively as part of a remote team, collaborating with internal teams, and contributing to a positive work environment.
Long-Term Goals: Reflect on your career aspirations, motivation for applying to this role, and how this opportunity aligns with your long-term professional goals.

Portfolio Presentation Strategy:

Customer Service Portfolio: Prepare a portfolio showcasing your customer service experience, highlighting successful customer interactions, problem-solving strategies, and positive customer feedback.
Language Proficiency: Demonstrate your proficiency in both English and Vietnamese through language tests, certifications, or previous work samples.
Technical Support Experience: Include examples of technical support cases you've handled, explaining the issues, the steps you took to resolve them, and the outcomes.

📝 Enhancement Note: The interview preparation for this role focuses on assessing language proficiency, communication skills, customer service experience, and technical troubleshooting abilities, with a emphasis on providing exceptional customer support in a bilingual environment.

📌 Application Steps

To apply for this Customer Support Agent position:

Tailor Your Resume: Highlight your customer service experience, language proficiency, and technical troubleshooting abilities, emphasizing your skills and qualifications for this bilingual role.
Prepare Your Portfolio: Showcase your customer service experience, successful customer interactions, problem-solving strategies, and positive customer feedback, demonstrating your proficiency in both English and Vietnamese.
Research the Company: Familiarize yourself with the company's mission, values, and focus on AI-driven technology in the financial services industry.
Prepare for the Interview: Practice handling customer inquiries, troubleshooting technical issues, and utilizing Zendesk, Aircall, and internal CRM systems in a simulated customer support environment.
Apply: Submit your application through the application link provided in the job listing.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Agent - (Fluent in Vietnamese)