Customer Solutions Support Specialist I - Bilingual

As a Bilingual 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

Bilingual: English and Spanish

Schedule: Monday-Friday 8a-5p PST

Key Responsibilities:

• Respond promptly and effectively to customer inquiries, troubleshooting technical issues related to our platforms.
• Filling out cases in Salesforce, responding to clients, and notating daily
• 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.
• Answer inbound calls in Microsoft Teams by being Available except for breaks and a 1 hour lunch
• Engage in special department projects as assigned, contributing to software feature testing or specializing in specific support areas.
• Interface with HSI OSHA Trainers to resolve tickets/cases related to resets/exceptions and provide a monthly student completion report for submission to OSHA
• Work with OSHA 10 and 30 hour students to help them purchase, use and check the status of their OSHA 10 or 30 hour course
• Work effectively with team members, other departments and/or partners towards the best resolution to issues for students
• Respond to and facilitate resolution to OSHA students in-course issues including password resets, navigation and exception requests
• Inform management and Team about new developments that may impact our clients user experience

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