Customer Support Representative

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. Department: Customer Support Employment Type: Permanent Location: Covington, Louisiana Compensation: $20.00 / hour Position Overview As a Customer Support Representative, you will serve as a key point of contact for customers (contractors). You will support the CompliancePro (CPro) and Veriforce Worker Pass (VWP) platforms 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. Day-to-day Responsibilities 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 / VWP 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. Customer Success & Collaboration Track customer inquiries and feedback to identify trends and improvement opportunities Proactively monitor customer health and elevate 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 Qualifications 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 This role supports a business that operates extended hours, so flexibility is important. Candidates must be available to work shifts scheduled between 5:00 AM and 7:00 PM Central Time , including weekends (Saturday and Sunday) as needed. Shift lengths will be either 4 to 8 hours . Specific schedules will be communicated in advance and may evolve as business needs change. This is a full-time position. Benefits 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 All job offers will be contingent on successful completion of a background check. #J-18808-Ljbffr