Customer Solutions Support Specialist I

As a Customer Solutions Support I (CSS I), you will provide top-tier support to customers via phone, email, chat, and support tickets. In this role, you'll address a variety of inquiries, including escalated issues, by researching, troubleshooting, and resolving complex challenges across the platforms and software within the HSI family of companies. If you enjoy problem-solving and delivering exceptional service, we’d love to have you on our team!

Location: US-Based Fully Remote Role

Schedule: Monday-Friday 8a-5p PST

Key Responsibilities:

• Student Assistance:
• Assist OSHA 10 and 30-hour students with course purchase, utilization, and progress tracking.
• Collaborate with HSI OSHA Trainers to address inquiries and provide monthly student completion reports for submission to OSHA.
• Technical Support:
• Identify and escalate technical issues to the Manager for prompt resolution and reporting to IT.
• Collaborate with cross-functional teams and partners to resolve student issues related to OSHA training effectively.
• Customer Engagement:
• Answer incoming calls from students, primarily focusing on the OSHA call queue.
• Address in-course issues, including password resets, navigation, and exception requests, to ensure a seamless learning experience.
• Ticket Management:
• Review, troubleshoot, respond to, and follow up on Help Desk Tickets submitted by OSHA 10 and 30-hour students.
• Create Help Desk tickets to report any identified issues.
• Communication and Reporting:
• Keep the OSHA Support Manager informed about trends among OSHA 10 & 30 students, including the utilization of our proprietary technology.
• Share insights with the management team regarding developments that may impact our student base.
• Quality and Revenue Enhancement:
• Maintain a focus on delivering high-quality service and promoting integrity within the business.
• Explore opportunities to contribute to revenue growth.

Requirements

• High School Diploma or equivalent; an Associate Degree is preferred. We recognize there are various educational pathways and encourage anyone who believes they are qualified to perform the essential job functions to apply. We review and consider all applications.  
• 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, online training platforms, and problem solving
• Strong Critical Thinking Skills

Competencies:

• Adaptability: Ability to manage competing priorities in a fast-paced, performance-driven environment.
• Positive Interactions: Strong interpersonal, verbal, and written communication skills, along with the ability to collaborate effectively in a team.
• Customer Focus: Demonstrated ability to communicate technical concepts clearly and patiently to customers.
• Self-Discipline: Capable of working independently and collaboratively within a team, ensuring productivity even without active assignments.
• Time Management: Efficiently balance and prioritize tasks based on importance and urgency.

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 to start
• Retirement benefits.  We want to support your future and offer a generous $1:$1 company match

This position has a hourly range of $15-$19/hr. 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.