Customer Support Representative

Department: Customer Support

Employment Type: Permanent

Location: Remote, United States

Compensation: $17.00 - $18.00 / hour

Description

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:

• Fluency in written and verbal Spanish 
• 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  

• Ability to work 8-hour shifts during weekdays within a service coverage window of 5:00 a.m. to 7:00 p.m. CT 
• Ability to work weekends on an as needed basis during a service coverage window of 5:00 a.m. to 7:00 p.m. CT 
• Shift schedules may vary and are subject to change to support customer demand, operational coverage, and future growth 
• Willingness to maintain scheduling flexibility with reasonable notice

What you’ll get in return:

• Work with a global team! We have colleagues and customers across North America and around the world.
• Veriforce is a great place to work! Our leaders and team members consistently cite our culture as one of the top reasons it’s a great place to build a career.
• Veriforce provides 
  • 100% employer-paid medical and dental insurance for employees
  • 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 opportunities