Note: The job is a remote job and is open to candidates in USA. Veriforce is a global leader in contractor and supply chain risk management, dedicated to making workplaces safer every day. They are seeking a Customer Support Representative to serve as a key point of contact for customers, providing timely and accurate support for their SaaS platforms while ensuring high customer satisfaction.
Responsibilities
- Handle inbound and outbound customer interactions via phone, email, and live chat
- Provide professional, empathetic, and accurate support across all communication channels
- Resolve product, process, and technical issues while maintaining high customer satisfaction
- Technical Support: Resolve technical issues, troubleshoot problems, and guide customers through solutions
- Product/Service Information: Provide details about products or services, including specifications, features, and updates
- General Navigation Assistance: Helping customers navigate through systems, platforms, or services to improve their experience
- Compliance Inquiries: Addressing customer questions or concerns related to compliance, training, and requirements relevant to our company's operations
- Additionally, manage all complex contractor name changes and account mergers
- Track customer inquiries and feedback to identify trends and improvement opportunities
- Proactively monitor customer health and escalate risks as needed
- Encourage product adoption by sharing best practices and optimization strategies
- Partner with internal teams to resolve escalations and improve the end-to-end customer experience
- Accurately document all customer interactions in Salesforce (or CRM)
- Maintain detailed case notes, follow-ups, and resolution tracking
- Contribute insights to improve processes, knowledge bases, and support workflows
Skills
- High School Diploma or GED required
- 1+ year of customer service or customer support experience (call center or SaaS environment preferred)
- Typing speed of 40+ WPM
- Proficiency with Microsoft Office tools
- Experience using Salesforce or a CRM system preferred
Benefits
- 100% paid employee medical and dental insurance
- Monthly contributions to Health Savings Accounts
- A 401(k) match that is immediately fully vested
- Outstanding time off benefits
- Paid time off for volunteer activities
- Remote work
Company Overview
Veriforce is a computer software company providing safety compliance solutions. It is a sub-organization of PEC Safety. It was founded in 2001, and is headquartered in The Woodlands, Texas, USA, with a workforce of 501-1000 employees. Its website is http://veriforce.com.