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Customer Support Representative at Alcumus | All Remote Jobs

Alcumus

Customer Support Representative

United States · remote · USD 17-18 hourly

Role overview

At Veriforce, we help companies in high-risk industries keep their people, worksites, and supply chains safe and compliant. As a global leader in contractor and supply chain risk management, our SaaS platform simplifies contractor onboarding, credentialing, and compliance while providing powerful analytics and insights. Beyond software, we offer expert support, training, and consulting so our clients can operate with confidence. Together, we’re making workplaces safer every day.

At Veriforce, stellar customer service is foundational to the customer experience. We empower our customers through timely, accurate, and human-centered support. Our goal is to build trust, drive adoption, and ensure customers achieve maximum value from our products.

As a Customer Support Representative (CPro), you will serve as a key point of contact for customers (contractors). You will primarily support the CompliancePro (CPro) platform, with opportunities to expand you support in additional platforms on an as needed basis,

by handling inbound and outbound communications via phone, email, and chat, while ensuring issues are resolved efficiently, professionally, and with a strong sense of ownership.

What that means day-to-day:

Customer Support & Communication

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

CPro Program Support

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.

Apply on source siteListed via Himalayas

Customer Success & Collaboration

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

Systems & Documentation

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:

Qualifications

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

Skills & Competencies

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

Work Schedule & Availability

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:

Here are just a few of the great reasons to join our team!

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

All job offers will be contingent on the successful completion of a background check.