Customer Support Specialist

3 weeks ago

Perth, Western Australia Humane Society International Full time

Solv is owned by Health & Safety Institute (HSI) - a leader in Environmental Health and Safety (EHS) and workforce development software, training and compliance solutions.

Solv delivers simple, secure and effective online systems that make it easier for businesses to manage their workplace health, safety, injury and claims information. Our clients are some of Australia's largest companies including Qantas, McDonalds, ANZ bank, Coca-Cola, Bunnings, Toll Transport, Kmart, Aldi, BP, Fitness First and Arnott's

We're seeking a motivated and customer-focused Customer Support Specialist, to join our friendly team.

This role 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 the first point of contact for our customers – helping them resolve issues, navigate our platform, and get the most out of our software.

The location preference for this role is Perth, WA.

Essential Functions

· Manage a high volume of tickets in an online support system (Salesforce)

· 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

· See matters through to resolution and goes over and above when providing guidance and solutions to our customers

· Facilitate product training (via Zoom webinar)

· Support team members with ad-hoc or administrative tasks

Competencies

· Adaptability - The ability to balance competing priorities and multiple projects in a fast-paced environment.

· Positive Interactions – A positive attitude with strong interpersonal, verbal, and free written communication skills.

· Collaboration – the ability to work with colleagues to meet customer needs.

· Problem Solving – the ability to listen to customers and patiently troubleshoot support challenges.

· 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

· 1-2 years' experience within a fast-paced customer support role, ideally in SaaS

· Strong communication skills and a genuine desire to help people

· Ability to explain technical solutions in a non-technical way and vice versa

· Comfortable using support tools (e.g. Salesforce, Zoho or similar)

· Tech-savvy and quick to learn new systems

· Bonus: Familiarity with Workers Compensation and/or OHS industry is highly regarded

What's in it for you?

· Access to a confidential and free EAP Service (Employee Assistance Program)

· Paid Parental Leave

· Birthday Bonus Day – A day of paid leave for your birthday

· Access to FlareHR Employee Benefits & Discounts, including Novated Leasing

· 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'

· Free skin checks & flu shots

· A flexible working environment

· A collaborative and supportive team-based environment

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