Customer Solutions Support Specialist (Remote)

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 dynamicto 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.

US-Based Fully Remote Role

• 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.

• Thrives in a fast-paced environment, managing multiple priorities effectively.
• Radiates positivity and reassurance, making customers feel at ease, even over the phone.
• Exhibits exceptional phone presence and communicates patiently and clearly, regardless of customers' computer expertise.
• Works autonomously or collaboratively within a team, ensuring consistent productivity.
• Capable of juggling multiple activities without compromising quality or deadlines.
• Utilizes excellent communication and active listening skills to understand and document customer issues concisely.
• Handles customer complaints calmly, prioritizing resolution and customer satisfaction.

• 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.

• Full Healthcare: Health, dental, vision, and more - we've got you covered.
• Support & Growth: Enjoy Parental Leave, Tuition Reimbursement, Volunteer Time, and more for your personal and professional development.
• Learning & Development: Unlimited resources via HSI's Learning Management System and career training.
• Remote Work: You choose! Work from anywhere that boosts your productivity.
• Flexible Vacations: Take needed breaks with our generous time-off policy.
• Retirement Security: Benefit from our $1:$1 company match for retirement savings.

This position has a hourly range of $15-$18/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.

All recruitment communications will come directly from our Talent Portal email ([email protected]) or from our Corporate Recruiter, Deanna Surmeier. We look forward to reviewing your application!