LMS Support Specialist – Customer Success Advisor

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HSI

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

🏗️ Construction

📦 Logistics

💰 Private Equity Round on 2023-11

Healthcare • Construction • Logistics

HSI is a comprehensive safety and professional development solutions provider. They offer a range of online and in-person training services including safety training, professional skills development, and industrial skills training. They focus extensively on equipping individuals and organizations with the necessary knowledge to handle safety protocols like CPR, AED, First Aid training, active shooter scenarios, and chemical management. Their services also include the use of AI-driven learning management systems to ensure compliance with safety and environmental regulations, making them a critical partner for industries such as manufacturing, oil and gas, and public safety. Moreover, HSI leverages technology to automate learning processes and integrate safety management systems into daily business operations across a multitude of sectors globally.

📋 Description

• Serve as the primary day-to-day point of contact for LMS administrators and customer users • Support customer questions related to LMS navigation, functionality, reporting, user management, permissions, and system configuration • Troubleshoot access issues, password resets, reporting questions, and other platform-related concerns • Deliver exceptional customer support with professionalism, patience, responsiveness, and attention to detail • Educate and guide customers on LMS functionality • Assess customer issues and resolve or escalate them to Product, Development, Customer Service, or other internal teams • Create, document, track, and follow up on support cases • Gather relevant information and communicate technical issues to internal stakeholders • Collaborate with Sales, Customer Service, Product, Development, and other cross-functional teams • Maintain accurate documentation of customer interactions, requests, and issue resolution status • Assist with LMS implementations, onboarding activities, customer training, and ongoing platform support • Share customer feedback and identify opportunities to improve processes and the customer experience

🎯 Requirements

• 3+ years of experience in customer support, technical support, customer success, help desk, software support, or a similar customer-facing role • Experience supporting a software application, SaaS platform, LMS, or other web-based system • Strong troubleshooting, problem-solving, and issue-resolution skills • Excellent written and verbal communication skills • Ability to explain software functionality and technical concepts to technical and non-technical users • Strong organizational skills with exceptional attention to detail and follow-through • Ability to manage multiple priorities while maintaining a customer-first mindset • Experience using CRM, ticketing, or case-management systems • Preferred: experience supporting or administering an LMS • Preferred: experience working with business customers, administrators, or client-facing support environments • Preferred: experience using Salesforce, Zendesk, Jira, HubSpot, or similar platforms • Preferred: experience documenting bugs, recreating issues, and communicating technical problems to Product or Development teams • Preferred: experience within SaaS, online learning, compliance training, workplace safety, or EHS-related industries • Preferred: bachelor's degree or equivalent combination of education and relevant experience

🏖️ Benefits

• Opportunity to gain valuable experience in SaaS technology, customer support, and training solutions • Collaborative team environment • Opportunity to build expertise in LMS administration and troubleshooting • Opportunity to support workforce training and compliance programs