HSI

Customer Solutions Support Specialist

HSI

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $17 - $20 per hour

Job Level

JuniorMid-Level

Tech Stack

Swift

About the role

  • Respond promptly and effectively to customer inquiries, troubleshooting technical issues related to our platforms.
  • Assist customers and students with a range of tasks, from simple actions like password resets to more complex issues, including comprehensive training on LMS usage.
  • Research and resolve technical challenges, ensuring customers maximize system efficiency and comprehension.
  • Document all interactions and solutions while upholding account security standards.
  • Collaborate cross-functionally, advocating for customers within the organization and ensuring their needs are met.
  • Keep management informed about emerging issues, bugs, and customer requirements for swift and effective resolution.
  • Drive business quality and integrity, contributing to increased customer retention through your support initiatives.
  • Engage in special department projects as assigned, contributing to software feature testing or specializing in specific support areas.

Requirements

  • High School Diploma or equivalent required.
  • 2+ years of experience in a high-volume call center preferred.
  • 1+ year of technical experience preferred; familiarity with Help Desk or ticketing systems is advantageous.
  • Understanding or prior use of Learning Management Systems is a plus.
  • Proficiency in Microsoft Office products (Word, Excel, Outlook) required.
  • Strong grasp of Internet technologies and a knack for training and problem-solving.
  • Adaptability: Thrives in a fast-paced environment, managing multiple priorities effectively.
  • Positive Interactions: Radiates positivity and reassurance, making customers feel at ease, even over the phone.
  • Customer Focus: Exhibits exceptional phone presence and communicates patiently and clearly, regardless of customers' computer expertise.
  • Self-Discipline: Works autonomously or collaboratively within a team, ensuring consistent productivity.
  • Multi-Tasking: Capable of juggling multiple activities without compromising quality or deadlines.
  • Problem Solving: Utilizes excellent communication and active listening skills to understand and document customer issues concisely.
  • De-escalation: Handles customer complaints calmly, prioritizing resolution and customer satisfaction.
Benefits
  • All the coverage you would expect health, dental, vision, etc.
  • Flexible work hours. We work hard, but understand that people are most productive when they can manage their own schedules and work/life balance
  • Learning & Development Program. We are committed to helping you succeed as you grow your career. Plus, you have unlimited access to the HSI LMS and library of career development training!
  • Work-from-home options. Where you work from is up to you
  • Generous vacation time. Up to 3 weeks starting off
  • Retirement benefits. We want to support your future and offer a generous $1:$1 company match

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supporttroubleshootingLearning Management SystemsHelp Desk systemsticketing systemsMicrosoft OfficeInternet technologiesproblem-solvingcustomer retentionsoftware feature testing
Soft skills
adaptabilitypositive interactionscustomer focusself-disciplinemulti-taskingcommunicationactive listeningde-escalation
Certifications
High School Diploma