Customer Solutions Support Specialist

Are you passionate about delivering exceptional customer service? Are you technically savvy and eager to assist customers in navigating through software challenges? If so, we've got the perfect opportunity for you to showcase your talent!

At HSI, we're seeking a dynamic Customer Solutions Support Specialist - Remote to join our team. You'll play a pivotal role in responding to customer inquiries via phone calls, emails, and chats, providing top-notch technical support for our Learning Management Systems (LMS) and proprietary software.

Location: US-Based Fully Remote Role - Equipment Provided

Schedule: Monday-Friday 8am-5pm PST (Pacific Standard Time) 

Key Responsibilities:

• 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.

Desired Competencies:

• 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

This position has a hourly range of $17-$18 USD. Where an applicant will ultimately fall within the stated range depends on a variety of factors, including, for example, geographic location and level of experience.

We are a company that cares deeply for its employees, and we understand that all of us have lives outside of work. We encourage a balanced life, and we’ll do everything we can to ensure you find us to be a welcoming, inclusive company. We encourage people of all backgrounds and identities to apply.