FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer support cases, providing effective communication, and resolving issues in a SaaS environment. Proficient in utilizing support tools and maintaining compliance with industry standards.
Highest-signal resume keywords
Customer Support ManagementProblem-Solving SkillsSalesforce or Zoho ProficiencyTechnical CommunicationOrganizational Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingAnalytical SkillsCase ManagementTechnical Concept ExplanationCustomer Interaction Documentation
Soft Skills
Written CommunicationVerbal CommunicationCustomer-Focused MindsetTeam CollaborationAdaptability
Tools & Technologies
SalesforceZohoDonesafe Software
Industry Keywords
SaaS EnvironmentWorkers CompensationOccupational Health & SafetyInjury ManagementData Protection Compliance
About the role
Key responsibilities & impact- Manage a high volume of customer support cases through an online support system
- Provide professional, practical, and customer-focused support across multiple communication channels
- Investigate, troubleshoot, and resolve customer issues, including testing and analysis where required
- Manage support cases from initial investigation through to resolution, maintaining ownership and regular customer communication
- Escalate complex issues and collaborate with internal teams to achieve resolution
- Document customer interactions, investigation findings, and resolutions accurately in support systems
- Guide customers in using platform features and functionality
- Facilitate customer training sessions, including webinars
- Identify recurring issues, customer feedback, and product enhancement opportunities and communicate them to stakeholders
- Maintain service levels, quality standards, and compliance with security, privacy, and data protection requirements
- Support team initiatives, testing activities, process improvements, and operational projects
- Serve as the first point of contact for customers using HSI's Donesafe workplace health, safety, and compliance software
Requirements
What you’ll need- 1-2 years' experience within a fast-paced customer support role, ideally in a SaaS environment
- Strong written and verbal communication skills with the ability to adapt communication to different audiences
- Strong problem-solving, troubleshooting, and analytical skills
- Ability to explain technical concepts clearly and practically to technical and non-technical users
- Comfortable use of support tools and case management systems, such as Salesforce or Zoho
- Tech-savvy and able to learn new systems, technologies, and processes quickly
- Strong organisational skills with the ability to manage competing priorities and workloads effectively
- Ability to work independently and collaboratively within a team environment
- Customer-focused mindset with a commitment to delivering high-quality service and positive customer outcomes
- Familiarity with Workers Compensation, Occupational Health & Safety, Injury Management, or related industries is highly regarded
Benefits
Comp & perks- Access to a confidential and free EAP Service (Employee Assistance Program)
- Birthday Bonus Day – A day of paid leave for your birthday!
- Tuition Reimbursement – We are constantly looking to foster development and growth which is why we support eligible employees with education expenses.
- Monthly Catered Lunch in the office
- Volunteer Leave – 16 hours of volunteer leave per year
- Free Skin Checks & Flu Vaccines
- A collaborative and supportive team-based environment