Customer Support Specialist

HSI; Perth; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Birthday Bonus Day

Tuition Reimbursement

Monthly Catered Lunch

Volunteer Leave

Free Skin Checks & Flu Vaccines

EAP Service

Job summary

HSI is seeking a Customer Support Specialist who serves as the first contact for customers, providing timely and accurate support across multiple channels. You will manage support cases from initial investigation through resolution, troubleshoot issues, and guide customers through Solv, HSI’s health and safety management platform.

You will work with internal product specialists, document interactions, and contribute to a positive customer experience while upholding security and data protection

Qualifications

• 1–2 years' experience in a fast-paced SaaS customer support role.
• Strong written and verbal communication skills.
• Ability to explain technical concepts clearly to diverse users.
• Experience with support tools and case management systems.
• Familiarity with Workers Compensation, OH&S or Injury Management is highly regarded.
• Comfortable working independently and in a team.

Responsibilities

• Manage a high volume of customer support cases through an online support system.
• Provide professional, practical and customer-focused support across channels.
• Investigate, troubleshoot and resolve customer issues, including testing as needed.
• Manage support cases from initial investigation through to resolution; maintain ownership.
• Escalate complex issues and collaborate with internal teams to resolve.
• Document customer interactions and resolutions accurately in the system.
• Guide customers in platform features and functionality through clear communication.
• Facilitate customer training sessions, including webinars.
• Identify recurring issues and communicate feedback to stakeholders.
• Maintain service levels and compliance with security and data protection requirements.
• Support team initiatives and process improvements.

Skills

Customer support

SaaS environment

Communication

Problem solving

Technical explanation

Case management tools

Salesforce

Zoho

Organizational skills

Independent & collaborative

Tools

Salesforce

Zoho

Job description

At HSI, we’re passionate about helping organisations create safer, healthier and more efficient workplaces through technology. Our software solutions make it easier for businesses to manage health, safety, compliance and risk, replacing manual processes with simple, digital tools.

Solv is HSI’s modern health and safety management platform, designed to help organisations streamline their safety processes, manage compliance and empower their people to work safer every day.

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.

• 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

• 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.

• 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