Customer Support Agent

About the Role

We are seeking a dedicated and customer-focused Customer Support Agent to join our dynamic team. In this role, you will serve as a vital link between Foley and our clients, ensuring their satisfaction and success through exceptional support and problem-solving. Your responsibilities will include responding to customer inquiries via calls, emails, and chat, troubleshooting technical issues related to our SaaS platform, and providing detailed guidance on product features and compliance processes. Building strong relationships with customers, understanding their needs, and relaying feedback to internal teams are essential aspects of this position. You will also handle complex or escalated issues by collaborating across departments such as Compliance, Sales, and IT, to deliver timely solutions. This role offers a remote work environment, with specific scheduling requirements, and provides an opportunity to grow professionally within a rapidly expanding organization committed to innovation and excellence.

Qualifications

• High school diploma or equivalent
• Exceptional verbal and written communication skills
• Prior experience in a remote work environment preferred
• Experience using SaaS applications and CRM tools
• Experience in chat support or similar customer-facing roles
• Reliable high-speed internet connection
• A dedicated and quiet workspace
• Flexibility to work shifts, including evenings
• Ability to adapt to changing priorities and multitask effectively
• Proven track record of delivering excellent customer service
• Self-motivated and proactive attitude
• Strong work ethic, integrity, and accountability
• Ability to handle sensitive information with confidentiality
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Excellent organizational and task management skills
• Interest in long-term professional growth and development

Responsibilities

• Support clients, drivers, and candidates in understanding DOT and FCRA regulations
• Conduct employment verifications and gather essential information
• Respond to client questions, review driver documents, and process compliance documents
• Maintain expertise in regulations, drug testing, and background check procedures
• Educate clients on Foley’s products, services, and compliance requirements
• Promote Foley’s reputation by delivering outstanding customer service
• Build and sustain positive relationships with customers through effective communication
• Keep detailed records of customer interactions and issues for future reference
• Guide customers through troubleshooting steps to resolve technical issues
• Handle escalated or complex customer issues, collaborating with relevant departments
• Manage inbound and outbound calls, emails, and chat messages efficiently
• Coordinate with internal teams such as Compliance, Sales, and IT to resolve issues
• Stay updated on industry regulations and Foley’s product offerings to provide accurate support

Benefits

• Comprehensive health benefits including three medical plans, two dental, and two vision options
• Generous paid time off including vacation, sick, and personal days
• 401(k) plan with company match to support your financial future
• Supportive and collaborative work environment that values innovation and growth
• Opportunities for internal career advancement and professional development
• Access to modern collaboration tools to facilitate remote work and team engagement
• Participation in a dynamic and rapidly expanding organization committed to employee well-being