SaaS Customer Support Specialist & Trainer

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

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