Customer Support Specialist

HSI

. Manage a high volume of customer support cases through an online support system, ensuring timely and accurate responses .

Posted 10/3/2026contractSydney • AustraliaJunior💰 A$70,000 - A$85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong problem-solving and analytical skills while managing customer support cases in a fast-paced environment. Proficient in using support tools and case management systems to ensure high-quality service and effective communication with customers.

Highest-signal resume keywords

Customer Support ExperienceProblem-Solving SkillsCommunication SkillsCase Management SystemsSaaS Environment Familiarity

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills

TroubleshootingAnalytical SkillsTechnical Concept ExplanationCustomer Interaction DocumentationProcess Improvement

Soft Skills

Organizational SkillsTeam CollaborationCustomer-Focused Mindset

Tools & Technologies

SalesforceZohoOnline Support System

Industry Keywords

Workers CompensationOccupational Health & SafetyInjury Management

About the role

Key responsibilities & impact

Manage a high volume of customer support cases through an online support system, ensuring timely and accurate responses
Provide professional, practical and customer-focused support across multiple communication channels
Investigate, troubleshoot and resolve customer issues, undertaking testing and analysis where required
Manage support cases from initial investigation through to resolution, maintaining ownership and regular customer communication throughout
Escalate complex issues and collaborate with internal teams to achieve resolution
Document customer interactions, investigation findings and resolutions accurately within support systems
Guide customers in the effective use of platform features and functionality
Facilitate customer training sessions, including webinars
Identify recurring issues, customer feedback and product enhancement opportunities and communicate these to relevant stakeholders
Maintain service levels, quality standards and compliance with company security, privacy and data protection requirements
Support team initiatives, testing activities, process improvements and other operational projects as required

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 in a clear and practical way to both technical and non-technical users
Comfortable use of support tools and case management systems (e.g. Salesforce, Zoho or similar)
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 to support causes that align with our mission
Free Skin Checks & Flu Vaccines
A collaborative and supportive team-based environment