[Remote] Customer Support Representative
Note: The job is a remote job and is open to candidates in USA. Alcumus is a global leader in contractor and supply chain risk management, providing a SaaS platform that simplifies contractor onboarding and compliance. They are seeking a Customer Support Representative to handle customer interactions and provide support for their CompliancePro and Veriforce Worker Pass platforms, ensuring high customer satisfaction and effective communication.
Responsibilities
- 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
- Resolve technical issues, troubleshoot problems, and guide customers through solutions.
- Provide details about products or services, including specifications, features, and updates.
- Helping customers navigate through systems, platforms, or services to improve their experience.
- 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
Skills
- 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
Benefits
- 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
Company Overview