[Remote] Customer Support Representative

Note: The job is a remote job and is open to candidates in USA. Alcumus is a global leader in contractor and supply chain risk management, providing a SaaS platform that simplifies contractor onboarding and compliance. They are seeking a Customer Support Representative to handle customer interactions and provide support for their CompliancePro and Veriforce Worker Pass platforms, ensuring high customer satisfaction and effective communication.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 satisfactionResolve technical issues, troubleshoot problems, and guide customers through solutions.​Provide details about products or services, including specifications, features, and updates.​Helping customers navigate through systems, platforms, or services to improve their experience.​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 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 OverviewAlcumus is the market-leading provider of technology-enabled compliance risk management, certification and accreditation services. It was founded in 2009, and is headquartered in Cardiff, Cardiff, GBR, with a workforce of 1001-5000 employees. Its website is https://www.alcumus.com/.