Customer Support Specialist

About the job

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

The Solv product 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.

www.solv.com.au

We have a fantastic opportunity to join our Customer Support Team.  This role requires a focus on customer satisfaction, and excellent communication and interpersonal skills are necessary for this customer-facing position.  This position reports to the Customer Support Team Lead. Whilst this role is advertised in Sydney, NSW, given the roles hybrid nature we would consider all candidates across Australia.

About the role

Our customer support team are our product experts. As our customers first point of contact, the team provide high quality support to our client inquiries and resolve issues arising from their use of our application. Ensuring our clients get the most out of our product, a Customer Support team member will:

• 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 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 and occasionally face to face)
• Continue to optimise the way we provide customer support through driving new process improvement and automation initiatives within the team.
• Support team members with ad-hoc or administrative tasks

This role would suit someone with experience in OHS or workers compensation, or with a strong support background, who is passionate about dealing with people and solving problems. You have an understanding of software systems and troubleshooting steps to support our Level 2 technical team. You will need to demonstrate:

• A customer-centric attitude. A willingness to go over and above to amaze our clients is a must.
• A positive and proactive attitude, with a willingness to learn.
• Ability to work both autonomously, as well as in a team environment where communication is key.
• Attention to detail to fully understand client system scenarios to problem solve.
• Great time management and organisation skills. You will need to be a master of priorities!
• Excellent written and verbal communication skills.
• Experience working within a fast-paced customer support environment.
• Strong computer skills. As a minimum proficiency with Windows and Microsoft applications.

Competencies

• 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.
• 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

One or more of the following will be highly regarded:

• Experience using our systems SolvInjury, SolvSafety or SolvHealth (previously injuryConnect)
• 1-3 years’ experience within a fast paced customer support role
• 1-3 years' experience within an OHS or workers compensation role
• Experience with Salesforce, Zoho Desk or similar CRM/Support tool
• Experience with Outlook, Word and Excel
• Experience in Health Safety and Wellbeing, or Workers Compensation Background

This is an exciting opportunity to join a market-leading and rapidly growing function, highly focused on achieving goals and delivering results. This is a highly collaborative, engaged, and dynamic team who pride themselves on their attention to detail, living the above values and keeping a client-focused approach at the forefront of everything they do.  

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.

www.solv.com.au/about/#team