Remote-Client Support Associate (Night Shift 11pm-8am)

Job Summary
Firstrade Securities Inc. is a leading online brokerage firm located in Queens, NY. We are seeking a self-motivated Client Support Associate to join our Customer Service Department.
The Client Support Associate is responsible for assisting customers for Firstrade investment service. The role requires identifying customers’ needs, resolving questions and complaints which may require research and investigation to reach resolution through the email, phone system and live chat channels. And also is expected to provide exceptional customer service in a prompt, respectful and courteous manner to ensure customer concerns are resolved in written format.
Responsibilities and Duties

Daily interaction with customers by responding to inbound email and phone calls regarding investment information and services as needed.
Provides exceptional customer service by meeting all customer demands as they relate to relatively straightforward inquiries, with the support of more experienced personnel
Assesses customer information and provides appropriate product and service solutions
Maintains strong product knowledge
Able to take ownership of customer issues and resolves problems independently, escalate difficult issues to supervisors when appropriate
Performs a broad range of tasks of varying complexity and scope to meet the demands of business needs

Qualifications and Skills

Proficient in Chinese (Writing, Reading and Typing)
Be able to read and type in English
Ability to read attentively and to use information provided by customers to tailor responses and actions to meet the customers' specific needs
Ability to manage and de-escalate difficult and complicated problems
Ability to work in a fast-paced environment and follow-up multiple tasks/details with accuracy and timeliness
Associate degree preferred
Ideal candidate has previous chat and/or email customer service experience preferred

Job Type: Full-time
Pay: $18.00 - $21.00 per hour
Benefits:

401(k)
401(k) matching
Dental insurance
Employee discount
Flexible spending account
Health insurance
Life insurance
Paid time off
Vision insurance

Schedule:

Monday to Friday
Overtime

Application Question(s):

Are you authorized to work in USA?
Do you need a sponsorship in future?

Education:

Associate (Preferred)

Experience:

Customer Service: 1 year (Preferred)

Language:

English (Preferred)
Spanish (Preferred)

Shift availability:

Night Shift (Preferred)

Work Location: Remote

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