Provide first-line support for SaaS customers by investigating and resolving issues, managing support cases, explaining platform functionality, delivering training webinars, documenting resolutions, escalating complex problems, and sharing recurring feedback with internal teams. The role also supports testing, process improvements, service-level standards, and compliance with security, privacy, and data protection requirements.
HSI is a leading provider of health and safety software, helping organisations simplify the way they manage workplace health, safety and compliance. Our Donesafe platform is an easy to use, all in one solution that helps businesses manage their safety systems, including risk assessments, incidents, inspections, training, documents and compliance.
We work with businesses across a range of industries, helping them move away from manual processes and paperwork to a smarter, more efficient digital approach to workplace safety. As part of the HSI team, you’ll be helping organisations use technology to create safer workplaces and make compliance easier.
The Customer Support Specialist is the first point of contact for customers, providing professional, timely and accurate support across multiple communication channels. The role manages customer support cases from initial investigation through to resolution, troubleshoots issues, guides customers through platform functionality and works with internal product specialists when required.
By providing clear, practical and customer-focused support, the specialist helps customers get the most from our software and contributes to a positive overall customer experience.
Requirements
- Manage a high volume of customer support cases through an online support system, ensuring timely and accurate responses.
- Provide professional, practical and customer-focused support across multiple communication channels.
- Investigate, troubleshoot and resolve customer issues, undertaking testing and analysis where required.
- Manage support cases from initial investigation through to resolution, maintaining ownership and regular customer communication throughout.
- Escalate complex issues where appropriate and collaborate with other internal teams to achieve resolution.
- Document customer interactions, investigation findings and resolutions accurately within support systems.
- Guide customers in the effective use of platform features and functionality through clear and practical communication.
- Facilitate customer training sessions, including webinars.
- Identify recurring issues, customer feedback and product enhancement opportunities and communicate these to relevant stakeholders.
- Maintain service levels, quality standards and compliance with company security, privacy and data protection requirements.
- Support team initiatives, testing activities, process improvements and other operational projects as required.
Qualifications and Experience
- 1-2 years' experience within a fast-paced customer support role, ideally in a SaaS environment.
- Strong written and verbal communication skills with the ability to adapt communication to different audiences.
- Strong problem-solving, troubleshooting and analytical skills.
- Ability to explain technical concepts in a clear and practical way to both technical and non-technical users.
- Comfortable use of support tools and case management systems (e.g. Salesforce, Zoho or similar).
- Tech-savvy and able to learn new systems, technologies and processes quickly.
- Strong organisational skills with the ability to manage competing priorities and workloads effectively.
- Ability to work independently and collaboratively within a team environment.
- Customer-focused mindset with a commitment to delivering high-quality service and positive customer outcomes.
- Familiarity with Workers Compensation, Occupational Health & Safety, Injury Management or related industries is highly regarded.
Benefits
- Access to a confidential and free EAP Service (Employee Assistance Program)
- Birthday Bonus Day – A day of paid leave for your birthday!
- Tuition Reimbursement – We are constantly looking to foster development and growth which is why we support eligible employees with education expenses.
- Monthly Catered Lunch in the office
- Volunteer Leave – We believe in giving back and supporting activities that serve the community which is why our employee’s are entitled to 16 hours of volunteer leave per year to support causes that align with our mission ‘Connection Workplace Safety, Compliance and Employee Development’
- Free Skin Checks & Flu Vaccines
- A collaborative and supportive team-based environment
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