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Customer Support Agent - (Fluent in Vietnamese) at Invisible Agency. . Location: Australia. Customer Support Agent (Bilingual: English<>Vietnamese). . 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 . 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'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:. . . . . 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: $20/hour. . . Employment type: Contract. Workplace type: Remote. Seniority level: Entry Level