Customer Support Specialist

About the role

HSI is seeking a Customer Support Specialist to be the first point of contact for users of its Donesafe health and safety platform. You will provide professional, timely, and accurate assistance across multiple channels, helping customers maximise the value of the software.

Key responsibilities

• Manage a high volume of support cases through an online system, ensuring timely and accurate responses.
• Investigate, troubleshoot, and resolve customer issues, performing testing and analysis as needed.
• Maintain ownership of cases from initial investigation through to resolution, communicating regularly with customers.
• Escalate complex issues and collaborate with internal product specialists and other teams.
• Document interactions, findings, and resolutions in the support system.
• Guide customers on platform features and conduct training sessions, including webinars.
• Identify recurring issues and product improvement opportunities and relay them to stakeholders.

Required profile

• 1‑2 years of experience in a fast‑paced customer support role, preferably in a SaaS environment.
• Strong written and verbal communication skills, able to adapt to different audiences.
• Excellent problem‑solving, troubleshooting and analytical abilities.
• Ability to work independently and collaboratively within a team.
• Customer‑focused mindset with a commitment to high‑quality service.

Required skills

• Experience with support and case‑management tools such as Salesforce or Zoho.

What we offer

• Confidential Employee Assistance Program (EAP) and birthday paid leave.
• Tuition reimbursement for eligible education expenses.
• Monthly catered lunch, volunteer leave (16 hours per year), free skin checks and flu vaccines.
• A collaborative, supportive team environment.