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.

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
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Technical Support : Resolve technical issues, troubleshoot problems, and guide customers through solutions.​

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Product/Service Information : Provide details about products or services, including specifications, features, and updates.​

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General Navigation Assistance : Helping customers navigate through systems, platforms, or services to improve their experience.​

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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 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. C