Customer Support Representative (Bilingual: Spanish / English)

📍 Job Overview

• Job Title: Customer Support Representative (Bilingual: Spanish / English)
• Company: Veriforce LLC
• Location: South Africa - Remote
• Job Type: Full-Time
• Category: Customer Support
• Date Posted: July 29, 2025

🚀 Role Summary

• Key Responsibilities:
  • Handle customer communications via phone, email, live chat, and meetings
  • Onboard new contractors and manage their portfolios
  • Provide user support and resolve product/service-related issues
  • Renew and retain existing customer subscriptions
  • Collaborate with internal teams to ensure client satisfaction and solution utilization

💻 Primary Responsibilities

• Contractor Portfolio Management (Outbound):

  • Conduct contractor onboarding and manage their status
  • Provide user support on assigned contractors
  • Ensure the renewal and retention of existing subscriptions
  • Identify opportunities for upselling additional solutions

• Provide User Support (Inbound):

  • Handle inbound queries and questions on the ComplyWorks system
  • Provide administrative guidance and referrals to safety file administration partners

• System Administration:

  • Complete administrative data capturing on a daily basis
  • Maintain accurate client engagement records on in-bound and out-bound activities
  • Assist with invoice reconciliation on the billing system as required
  • Assist with language-specific translation when required

• Managerial Support:

  • Assist with additional reporting, report input, or report generation as required
  • Attend and prepare for individual and team engagements as scheduled by the manager
  • Assist with new team member orientation and training as required
  • Conduct peer quality reviews on user engagement and back-notes as required
  • Contribute to team documentation, including SOPs, manuals, and registers as required

• Client Relationship Management and Retention:

  • Maintain constructive contractor company relationships with a focus on client retention and solution utilization
  • Report on subscriber engagement, risks, and health

• Portfolio Growth:

  • Conduct and/or participate in telephonic canvassing on generic or new products and features to existing clients and new prospects
  • Identify and escalate opportunities where contractors may require employer or additional solutions

📊 Web Portfolio & Project Requirements

• Portfolio Essentials:

  • Provide specific portfolio requirements tailored to the customer support discipline and role level
  • Address browser compatibility, accessibility standards, and user experience design principles

• Technical Documentation:

  • Provide technical documentation requirements, including code quality, commenting, and documentation standards
  • Address version control, deployment processes, server configuration, testing methodologies, performance metrics, and optimization techniques

💵 Compensation & Benefits

• Salary Range: Competitive salary range based on industry standards for a bilingual customer support representative role in South Africa

  • Research methodology: Salary data from Glassdoor, Payscale, and Indeed, adjusted for cost of living and regional market conditions

• Benefits:

  • Comprehensive benefits package, including health insurance, retirement plans, and employee discounts
  • Specific benefits details relevant to customer support professionals

• Working Hours: Full-time position with a standard workweek, including maintenance windows and project deadline flexibility

🎯 Team & Company Context

• Company Culture:

  • Industry: Global supply chain risk management market
  • Company Size: Fastest-growing SaaS-technology and services company in the industry
  • Founded: Veriforce was founded with a mission to create and maintain operating cultures that optimize safety, promote sustainability, and foster collaboration across a broad spectrum of internal and external stakeholders

• Team Structure:

  • Web technology team aspects: Team size, specialization areas, reporting structure, and hierarchy
  • Cross-functional collaboration with designers, marketers, and business teams

• Development Methodology:

  • Development processes: Agile/Scrum methodologies, code review, testing, quality assurance practices, deployment strategies, CI/CD pipelines, and server management

• Company Website: Veriforce Website

📈 Career & Growth Analysis

• Web Technology Career Level: Entry-level to mid-level customer support role with opportunities for growth and development within the company

• Reporting Structure: Customer support representative reporting to the customer support manager or team lead

• Technical Impact: Direct influence on customer satisfaction, solution utilization, and client retention

• Growth Opportunities:

  • Growth opportunity 1: Specific timeline expectations for career progression within the customer support team
  • Growth opportunity 2: Technical skill development with emerging customer support technologies and trends
  • Growth opportunity 3: Technical leadership potential with team management and architecture decisions

🌐 Work Environment

• Office Type: Remote operation with the possibility of traveling to an office for team meetings or other events

• Office Location(s): South Africa, with the possibility of working remotely from other locations

• Workspace Context:

  • Collaborative workspace impact on customer support efficiency and team dynamics
  • Development tools, multiple monitors, and testing devices available for customer support representatives

• Work Schedule: Flexible work schedule with deployment windows, maintenance, and project deadline considerations

📄 Application & Technical Interview Process

• Interview Process:

  • Technical preparation recommendations and coding/configuration assessment focus
  • Web architecture expectations and system design discussion
  • Web development team interaction and cultural fit assessment
  • Final evaluation criteria and technical impact discussion

• Portfolio Review Tips:

  • Specific tactical advice for customer support portfolio curation and live demo presentation
  • Project case study structure with user experience and technical implementation focus
  • Code quality demonstration and responsive design standards for this role
  • Company-specific customer support methodology considerations and performance optimization examples

• Technical Challenge Preparation:

  • Typical customer support exercise format and expectations
  • Time management and solution architecture strategies for customer support challenges
  • Communication and technical explanation articulation for customer support concepts

• ATS Keywords: Comprehensive list of customer support and web development-relevant keywords for resume optimization, organized by category

🛠 Technology Stack & Web Infrastructure

• Frontend Technologies: Not specified in the job listing
• Backend & Server Technologies: Not specified in the job listing
• Development & DevOps Tools: Not specified in the job listing

👥 Team Culture & Values

• Customer Support Values:

  • Specific customer support values and principles relevant to the company and role
  • Collaborative workspace context and team dynamics

• Collaboration Style:

  • Cross-functional integration between customer support, design, marketing, and stakeholder teams
  • Code review culture and peer programming practices

🌱 Challenges & Growth Opportunities

• Technical Challenges:

  • Specific customer support challenges relevant to this role and company context
  • Modern customer support standards and browser compatibility solutions

• Learning & Development Opportunities:

  • Customer support skill advancement and specialization paths
  • Conference attendance, certification, and community involvement opportunities
  • Technical mentorship, leadership development, and architecture decision-making opportunities

💡 Interview Preparation

• Technical Questions:

  • Specific customer support technical questions relevant to the role and company context
  • Web architecture expectations and performance optimization strategies

• Company & Culture Questions:

  • Specific customer support methodology questions relevant to the company and role
  • Agile practices and collaboration examples within the customer support team

• Portfolio Presentation Strategy:

  • Live website demonstration and technical walkthrough methods
  • Code explanation techniques and architecture decision reasoning

📌 Application Steps

• To apply for this customer support representative position:
  • Submit your application through the application link
  • Customize your resume with relevant customer support skills and experiences
  • Prepare for technical interviews with coding challenges and portfolio presentation strategies