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Form of workAbout Us
HSI is a leading Environmental, Health and Safety (EHS) and workforce development provider based in the United States that offers safety and workplace training, safety management software, and compliance solutions. Founded in 1977, HSI has seen tremendous growth supported by innovative technology, robust systems, and exceptional Customer Support. Our mission is to make the workplace and community safer.
Our products: https://solv.com.au/ & https://www.donesafe.com/
About the role
Are you a tech-savvy recent graduate or junior professional looking to launch your career in a SaaS business in a customer-centric role? Look no further! We’re seeking enthusiastic individuals ready to dive into the tech realm and join our Customer Support Team on a 6-month contract.
This position is all about problem solving and ensuring our customers’ satisfaction, making it an ideal opportunity for those with excellent communication and interpersonal skills. As a member of our team, you’ll be at the forefront of our customer interactions, providing top-notch support and assistance. Reporting to the Customer Support Team Lead, you’ll have the chance to learn and grow in a dynamic environment.
Ensuring our clients get the most out of our products, a Junior Customer Support team member will:
- Manage a high volume of software related tickets in an online support system (Salesforce)
- Undertake activities to problem solve and understand client system related questions
- Provide clear responses and expert advice to support requests whilst maintaining high standards of support
- Investigate and undertake testing where required, and/or liaise internally with product specialists and Customer Success Managers
- See matters through to resolution and go over and above when providing guidance and solutions to our clients
- Facilitate product training (via Zoom webinar or occasionally face to face)
- Continue to optimise the way we provide Customer Support through driving new process improvement and automation initiatives within the team
Whilst this role is advertised in Sydney, NSW, given the roles hybrid nature we would consider all candidates across Australia.
About you
This role is ideal for a recent graduate or junior professional with an interest in problem solving, a passion for delivering exceptional customer service and ideally some exposure to or experience in the tech space.
We’re looking for individuals who:
- Have a positive and proactive attitude
- Thrive in a fast paced environment
- Have excellent written and verbal communication skills
- Have great time management and organisational skills. You will need to be a master of priorities!
Competencies
- Problem Solving – the ability to listen to customers and patiently troubleshoot support challenges
- Adaptability - The ability to balance competing priorities and multiple projects in a fast-paced environment.
- Positive Interactions – You have a positive attitude with strong interpersonal, verbal, and free written communication skills.
- Collaboration – the ability to work with colleagues to meet customer needs.
- Impact – provide excellent customer service with the ability to satisfactorily resolve customer issues.
- Initiative – you are driven, self-motivated and able to work autonomously.
- Customer Focused – a willingness to go over and above to amaze our clients is a must.
Qualifications and Experience
- Understand software systems and troubleshooting steps to support our Level 2 Technician Team (desirable)
- Experience in a fast-paced environment (desirable)
- Experience with Salesforce, Zoho Desk or similar CRM/Support Tool (desirable)
- Experience with Outlook, Word and Excel (desirable)
What’s in it for you?
- Access to a confidential and free EAP Service (Employee Assistance Program)
- Birthday Bonus Day – A day of paid leave for your birthday!
- Access to FlareHR Employee Benefits & Discounts, including Novated Leasing
- Hotel Discounts for yourself, family + friends
- Tuition Reimbursement – We are constantly looking to foster development and growth which is why we support eligible employees with education expenses.
- 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’
- A flexible working environment
- A collaborative and supportive team-based environment
Our culture
Life at HSI is underpinned by our key values:
#OwnIt - We do what we do with passion and enthusiasm. We take responsibility and just get the job done.
#Better - Creating new and better ways for our team and organization to be successful. As an organization and as individuals, we are a work-in-progress always striving to be better.
#GotYoutBack - We're a company that fosters collaboration, teamwork and innovation. We work exceptionally hard and celebrate our wins together.
