[Remote] Customer Support Representative

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.ResponsibilitiesHandle inbound and outbound customer interactions via phone, email, and live chatProvide professional, empathetic, and accurate support across all communication channelsResolve product, process, and technical issues while maintaining high customer satisfactionTechnical Support: Resolve technical issues, troubleshoot problems, and guide customers through solutionsProduct/Service Information: Provide details about products or services, including specifications, features, and updatesGeneral Navigation Assistance: Helping customers navigate through systems, platforms, or services to improve their experienceCompliance Inquiries: Addressing customer questions or concerns related to compliance, training, and requirements relevant to our company's operationsAdditionally, manage all complex contractor name changes and account mergersTrack customer inquiries and feedback to identify trends and improvement opportunitiesProactively monitor customer health and escalate risks as neededEncourage product adoption by sharing best practices and optimization strategiesPartner with internal teams to resolve escalations and improve the end-to-end customer experienceAccurately document all customer interactions in Salesforce (or CRM)Maintain detailed case notes, follow-ups, and resolution trackingContribute insights to improve processes, knowledge bases, and support workflowsSkillsHigh School Diploma or GED required1+ year of customer service or customer support experience (call center or SaaS environment preferred)Typing speed of 40+ WPMProficiency with Microsoft Office toolsExperience using Salesforce or a CRM system preferredBenefits100% paid employee medical and dental insuranceMonthly contributions to Health Savings AccountsA 401(k) match that is immediately fully vestedOutstanding time off benefitsPaid time off for volunteer activitiesRemote workCompany OverviewVeriforce 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.