[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