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HSI
HSI
501 – 1,000 Employees
ConstructionHealthcareLogistics
HSI provides safety training, professional development, and industrial skills education through online and in-person programs. Its offerings cover CPR, AED, First Aid, active shooter preparedness, chemical management, and other workplace safety topics, supported by AI-driven learning management tools designed to help organizations manage training and compliance with safety and environmental requirements. HSI serves teams across sectors including healthcare, construction, logistics, manufacturing, oil and gas, and public safety, helping integrate learning and safety management into everyday operations.
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Customer Support Specialist – HSI (Hybrid, Perth)

Support HSI customers using health and safety management software by resolving issues, explaining platform features, and delivering training. Own cases from investigation through resolution while collaborating with internal teams and communicating across support channels.

AUAustraliaHybridFull-timeJuniorNo degree requiredEnglish RequiredCustomer Support

Description

  • Handle a high volume of customer support cases in an online support system
  • Deliver practical, professional, customer-focused assistance through multiple communication channels
  • Investigate, test, troubleshoot, analyze, and resolve customer issues
  • Own cases from initial investigation to resolution while providing consistent customer updates
  • Escalate complex cases and work with internal teams to reach effective resolutions
  • Record customer interactions, investigation results, and resolutions in support systems
  • Help customers understand and use platform features and functionality
  • Lead customer training activities, including webinars
  • Track recurring issues, customer feedback, and opportunities for product improvements
  • Maintain service levels and quality standards while meeting security, privacy, and data protection obligations
  • Contribute to team initiatives, testing, process improvements, and operational projects

Requirements

  • One to two years of experience in a fast-paced customer support role, preferably within SaaS
  • Excellent written and verbal communication skills, with the flexibility to tailor messages to different audiences
  • Strong analytical, troubleshooting, and problem-solving capabilities
  • Ability to explain technical concepts clearly and practically to both technical and non-technical users
  • Experience with support and case management tools such as Salesforce or Zoho
  • Technical confidence and the ability to learn new systems, technologies, and processes quickly
  • Strong organization skills with the ability to balance competing priorities and workloads
  • Ability to work effectively both independently and as part of a team
  • Customer-first approach with a commitment to high-quality service and positive outcomes
  • Knowledge of workers compensation, occupational health and safety, injury management, or related fields is highly regarded

Benefits

  • Confidential, no-cost access to an Employee Assistance Program
  • A paid birthday day off each year
  • Eligible employees can receive reimbursement for education expenses
  • Monthly catered lunches at the office
  • Up to 16 hours of paid volunteer leave annually for community causes
  • Free skin checks and flu vaccinations
  • Collaborative and supportive team environment

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