Customer Support Agent

At Foley, we are revolutionizing the way companies recruit, screen, and monitor drivers. This is an exciting time for us as we scale our B2B vertical SaaS business and modernize our products for the future. If you are a strategic thinker who thrives in complexity, is energized by impact, and wants to work with a team passionate about building great products and helping customers, we would love to talk to you. 

We believe in Teammateship, Grit and Innovation …. our core values. Whether collaborating internally or assisting customers, we approach every challenge with humor, optimism, and a commitment to success. 

CUSTOMER SUPPORT AGENT

Our Customer Support Agent plays a vital role in ensuring customer satisfaction and success. Handling a variety of tasks, including responding to customer inquiries through calls, emails, and chats, and providing timely and accurate assistance. They troubleshoot technical issues related to our SaaS platform, guiding customers through troubleshooting steps and offering detailed information about the product's features and functionalities. Building and maintaining positive relationships with customers is crucial, as is gathering and relaying customer feedback to the product and management teams. Customer support agents also manage complex or escalated issues, collaborating with other departments when necessary, and keeping detailed records of customer interactions for future references.

This is a remote option-those residing in CT, MA, PA, NC, SC, GA, FL & TX are welcome to apply! 

$18.25 – Full-Time. Schedule: Monday–Thursday, 8:00 AM–8:00 PM EST, and Friday, 8:00 AM–6:00 PM EST. Must be available to work until 6:00 PM daily, with evening availability (up till 8:00 PM) required at least two nights per week.

• Support clients, drivers, and candidates in understanding DOT and FCRA regulations.
• Conduct employment verifications and gather crucial information.
• Respond to client questions, review driver documents, and process compliance documents.
• Maintain expertise in regulations and Foley products and educate clients on drug testing and background checks.
• Promote Foley's reputation and deliver outstanding customer service.
• Build and maintain positive relationships with customers, ensuring to provided support.  
• Keep detailed records of customers interactions and issues for future reference.  
• Guide customers through troubleshooting steps.  
• Handle complex or escalates issues, collaborating with other departments as needed.  
• Handle incomings and outbound calls, emails, and chats messages from customers.  
• Collaborate with internal teams such as Compliance, Sales, and IT to resolve customer issues and ensure a seamless experience.

Requirements

• High school diploma or equivalent required
• Exceptional verbal and written communication skills
• Prior experience in a remote work environment preferred
• Experience using SaaS applications and CRM tools, with a strong background in providing SaaS support
• Experience in chat support or similar customer-facing roles
• Reliable high-speed internet and a quiet, dedicated workspace
• Flexibility to work shift-based schedules, including evening hours
• Ability to adapt to changing priorities and multitask effectively
• Proven ability to deliver exceptional customer service in a professional setting
• Self-motivated and proactive, especially in a remote work environment
• Strong work ethic, integrity, and accountability
• Ability to handle sensitive information with confidentiality and professionalism
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and ability to quickly learn internal systems
• Excellent organizational skills and the ability to manage and prioritize tasks
• A strong interest in long-term professional growth and development

WHAT YOU’LL LOVE ABOUT FOLEY

The People: Our close-knit, exceptionally talented teams are the heart of Foley. Our employees and customers consistently highlight our team spirit. Check out our customer feedback on Trustpilot.

Outstanding Benefits: Choose from 3 medical plans, 2 levels of dental, and 2 levels of vision plans. Enjoy generous vacation, sick, and personal time off, plus a 401K plan with a match. We support your well-being so you can live your best life.

Ideas Over Egos: In our entrepreneurial environment, you have the freedom to explore new ideas and approaches, backed by a collaborative team.

Professional Growth: We prioritize internal growth and encourage employees to apply for new opportunities. Our People Operations team is here to help you plan and achieve your career goals.

Our Environment: We celebrate success and believe in transparency and teamwork. We invest in collaboration tools to ensure face-to-face interactions, even in a virtual space. Many of our roles are remote, but we ensure our employees remain engaged and connected.

What We Do, How We Do It

Many companies handle recruitment, background screening, and regulatory management in a fragmented way, using different vendors for recruitment, screening, and regulatory requirements. This approach is inefficient, costly, and increases the risk of overlooking important details.

At Foley, we offer a seamless platform that manages recruitment, screening, and regulatory requirements under one roof. By integrating powerful technology with our deep expertise, we provide comprehensive and superior experience for our customers.

Where We're Headed

We are continuously developing new solutions to address future challenges in recruitment, screening, and regulatory management. Our focus is on leveraging extensive data collection and innovative technologies, such as predictive analytics, to identify top talent and assess company risks. Our goal is to deliver cutting-edge solutions that drive success.

What It's Like to Work with Us

· Diving Deep: Become an expert in a niche industry.

· Continual Growth: Advance your career and skills.

· Lifelong Friends: Build lasting relationships along the way.

We are a 250+ person company on the brink of explosive growth, thanks to our AI-powered technology and predictive analytics. If you're ready to join our journey, visit us at www.foley.io

Keywords:

Customer Support

Client Services

Compliance Support

DOT Regulations

FCRA Compliance

Background Checks

Drug Testing

Employment Verification

Candidate Screening

Document Review

Issue Resolution

Escalation Handling

Customer Communication

Troubleshooting

CRM Tools

SaaS Applications

Remote Customer Service

Inbound/Outbound Calls

Chat and Email Support