HSI is a leading Environmental, Health and Safety (EHS) and workforce development provider based in the United States that offers safety and workplace training, safety management software, and compliance solutions. Founded in 1977, HSI has seen tremendous growth supported by innovative technology, robust systems, and exceptional customer support. Our mission is to make the workplace and community safer.
In the APAC region, we are comprised of two Australian Health & Safety Softwares - Donesafe & Solv
Solv is a leader in Environmental Health and Safety (EHS) and workforce development software, training and compliance solutions.
The Solv product delivers simple, secure and effective online systems that make it easier for businesses to manage their workplace health, safety, injury and claims information. Our clients are some of Australia's largest companies including Qantas, McDonalds, ANZ bank, Coca-Cola, Bunnings, Toll Transport, Kmart, Aldi, BP, Fitness First and Arnott's.
Donesafe is one of the fastest growing cloud-based workplace health, safety, and compliance platforms. Known as “The People’s Safety Software”, Donesafe is built with the user in mind and is designed to ease the administrative burden and cost of WHS management
Job Summary:
We are seeking a highly motivated and experienced Specialist Support team member to facilitate our escalation management process and ensure timely resolution of critical customer issues. The ideal candidate will have a strong background in customer support, incident management, and cross-functional collaboration. This role requires excellent problem-solving skills, technical knowledge, and the ability to manage high-pressure situations effectively
Key Responsibilities:
- Facilitate the escalation process, ensuring that critical customer issues are resolved in a timely and satisfactory manner.
- Act as the primary point of contact for escalations from customers, internal teams, and key stakeholders.
- Coordinate with cross-functional teams, including development, product management, and operations, to drive resolution of escalated cases.
- Implement and review escalation management processes to improve customer satisfaction and operational efficiency.
- Monitor and track escalated issues, providing regular status updates to senior leadership and customers.
- Analyse trends in escalations to identify recurring issues and work with relevant teams to implement long-term solutions.
- Establish and maintain strong relationships with key customers to improve communication and service experience.
- Create reports and presentations on escalation trends, resolution times, and customer feedback for internal review.
- Participate in post-mortem reviews of critical incidents to drive continuous improvement in support processes.
Qualifications & Skills:
- Bachelor's degree in Business, Computer Science, Information Technology, or a related field (or equivalent experience) is highly desirable.
- Strong understanding of IT systems, software troubleshooting, and customer service best practices.
- Proactive and self-motivated.
- Strong team player with the ability to work independently.
- Excellent problem-solving and analytical skills with the ability to prioritize tasks effectively.
- Strong communication and interpersonal skills with the ability to work with diverse teams and customers.
- Experience using customer support tools such as Zendesk, Salesforce, ServiceNow, or similar platforms.
- Ability to handle high-pressure situations with professionalism and efficiency.
- Knowledge of incident management frameworks (e.g., ITIL) is a plus.
- Experience in a SaaS, cloud, or technology-driven environment is highly desirable.
What’s in it for you?
- Access to a confidential and free EAP Service (Employee Assistance Program)
- Birthday Bonus Day – A day of paid leave for your birthday!
- Access to FlareHR Employee Benefits & Discounts, including Novated Leasing
- Hotel Discounts for yourself, family + friends
- Tuition Reimbursement – We are constantly looking to foster development and growth which is why we support eligible employees with education expenses.
- Volunteer 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’
- A flexible working environment
- A collaborative and supportive team-based environment
Our culture
Life at HSI is underpinned by our key values:
#OwnIt - We do what we do with passion and enthusiasm. We take responsibility and just get the job done.
#Better/ Continuous improvement- Creating new and better ways for our team and organization to be successful. As an organization and as individuals, we are a work-in-progress always striving to be better.
#Teamwork- We're a company that fosters collaboration, teamwork and innovation. We work exceptionally hard and celebrate our wins together.
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