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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer support cases in a SaaS environment, with strong problem-solving and analytical skills. Proficient in using support tools and case management systems while maintaining high-quality service and compliance with industry standards.
Highest-signal resume keywords
Customer Support ManagementProblem-Solving SkillsSalesforce Case ManagementTechnical 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 ManagementCustomer Interaction DocumentationTechnical Concept Explanation
Soft Skills
Written CommunicationVerbal CommunicationCustomer-Focused MindsetTeam CollaborationAdaptability
Tools & Technologies
SalesforceZohoOnline Support Systems
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, test, analyze, and resolve customer issues
- Manage cases from initial investigation through 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 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
- Maintain service levels, quality standards, and compliance with security, privacy, and data protection requirements
- Support team initiatives, testing activities, process improvements, and operational projects
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 and ability to manage competing priorities and workloads
- Ability to work independently and collaboratively within a team environment
- Customer-focused mindset and commitment to 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 community causes
- Free Skin Checks & Flu Vaccines
- A collaborative and supportive team-based environment