Customer Support Representative

What that means day-to-day:

• 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 

What you’ll need to be successful:

• 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 

• Excellent written and verbal communication skills 
• Ability to learn quickly with strong self-learning capabilities 
• Comfortable managing customers and contractors by phone, chat, and email 
• Customer-first mindset with a high level of ownership and accountability 
• Highly collaborative team player with adaptability to changing workloads and processes 
• Open to feedback and committed to continuous improvement 
• Self-motivated, dependable, and focused on delivering positive customer outcomes 
• Strong problem-solving skills with perseverance through resolution and attention to detail 
• Strong interpersonal skills  

What you’ll get in return:

• Work with a global team! We have colleagues and customers across North America and overseas.
• Veriforce is a great place to work! Our leaders and teams cite culture as one of the top reasons this is a great place to build your career. 
• Veriforce provides 
  • 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