{"id":1704827,"url":"https://alion.io/job/hsi-customer-support-specialist","title":"Customer Support Specialist","company":{"id":5867,"name":"HSI","domain":"hsi.com","url":"https://alion.io/company/hsi","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":100,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melbourne, Australia","Sydney, Australia","Perth, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":47000,"max_usd":96000,"period":"year","method":"role_country_seniority_unknown","sample_n":43},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-02T14:24:26Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-12T16:03:05Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"HSI is a leading provider of health and safety software, helping organisations simplify the way they manage workplace health, safety and compliance. Our Donesafe platform is an easy to use, all in one solution that helps businesses manage their safety systems, including risk assessments, incidents, inspections, training, documents and compliance.\nWe work with businesses across a range of industries, helping them move away from manual processes and paperwork to a smarter, more efficient digital approach to workplace safety. As part of the HSI team, you’ll be helping organisations use technology to create safer workplaces and make compliance easier.\nThe Customer Support Specialist is the first point of contact for customers, providing professional, timely and accurate support across multiple communication channels. The role manages customer support cases from initial investigation through to resolution, troubleshoots issues, guides customers through platform functionality and works with internal product specialists when required.\nBy providing clear, practical and customer-focused support, the specialist helps customers get the most from our software and contributes to a positive overall customer experience.\nRequirements\nManage a high volume of customer support cases through an online support system, ensuring timely and accurate responses. \nProvide professional, practical and customer-focused support across multiple communication channels. \nInvestigate, troubleshoot and resolve customer issues, undertaking testing and analysis where required. \nManage support cases from initial investigation through to resolution, maintaining ownership and regular customer communication throughout. \nEscalate complex issues where appropriate and collaborate with other internal teams to achieve resolution. \nDocument customer interactions, investigation findings and resolutions accurately within support systems. \nGuide customers in the effective use of platform features and functionality through clear and practical communication. \nFacilitate customer training sessions, including webinars. \nIdentify recurring issues, customer feedback and product enhancement opportunities and communicate these to relevant stakeholders. \nMaintain service levels, quality standards and compliance with company security, privacy and data protection requirements. \nSupport team initiatives, testing activities, process improvements and other operational projects as required. \nQualifications and Experience\n1-2 years' experience within a fast-paced customer support role, ideally in a SaaS environment. \nStrong written and verbal communication skills with the ability to adapt communication to different audiences. \nStrong problem-solving, troubleshooting and analytical skills. \nAbility to explain technical concepts in a clear and practical way to both technical and non-technical users. \nComfortable use of support tools and case management systems (e.g. Salesforce, Zoho or similar). \nTech-savvy and able to learn new systems, technologies and processes quickly. \nStrong organisational skills with the ability to manage competing priorities and workloads effectively. \nAbility to work independently and collaboratively within a team environment. \nCustomer-focused mindset with a commitment to delivering high-quality service and positive customer outcomes. \nFamiliarity with Workers Compensation, Occupational Health & Safety, Injury Management or related industries is highly regarded. \nBenefits\nAccess to a confidential and free EAP Service (Employee Assistance Program)\nBirthday Bonus Day - A day of paid leave for your birthday!\nTuition Reimbursement - We are constantly looking to foster development and growth which is why we support eligible employees with education expenses. \nMonthly Catered Lunch in the office\nVolunteer Leave - We believe in giving back and supporting activities that serve the community which is why our employee’s are entitled to 16 hours of volunteer leave per year to support causes that align with our mission ‘Connection Workplace Safety, Compliance and Employee Development’\nFree Skin Checks & Flu Vaccines\nA collaborative and supportive team-based environment","description_format":"text","description_chars":4193,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Corporate Training","Learning Management Systems","Occupational Health"],"lifecycle":[{"event":"open","at":"2026-10-02T14:24:26Z"}],"visa":[],"liveness":{"score":83,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.832,"p_room":1,"age_days":9,"expected_fill_days":28,"reasons":["conf:3","wave","win:early"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/hsi-customer-support-specialist","json_url":"https://alion.io/job/hsi-customer-support-specialist.json","meta":{"generated_at":"2026-10-12T19:11:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31023,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5867},"rest":"https://alion.io/mcp/rest/get_company?id=5867"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhsi-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhsi-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhsi-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hsi-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhsi-customer-support-specialist"}]}