SaaS Customer Support Specialist — Safety Platform

Hsi; Perth; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Birthday Bonus Day

Tuition Reimbursement

Monthly Catered Lunch

Volunteer Leave

Job summary

HSI, a health and safety software provider, is seeking a Customer Support Specialist in Perth to be the first point of contact for customers, managing cases from initial investigation to resolution. You will troubleshoot issues, guide users through platform features, and collaborate with product teams.

1–2 years in SaaS support and strong communication are essential. This role emphasizes customer-focused service, documentation of interactions, and ongoing process improvements to enhance the

Qualifications

• 1–2 years in 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.

Responsibilities

• 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.

Skills

Communication skills

Problem solving

Technical explanation

SaaS knowledge

CRM tools

Tools

Salesforce

Zoho

Job description

HSI, a health and safety software provider, is seeking a Customer Support Specialist in Perth to be the first point of contact for customers, managing cases from initial investigation to resolution. You will troubleshoot issues, guide users through platform features, and collaborate with product teams.

1–2 years in SaaS support and strong communication are essential. This role emphasizes customer-focused service, documentation of interactions, and ongoing process improvements to enhance the