LMS Support Specialist (Customer Success Advisor) - Temporary

HSI

About The Position

HSI is seeking an LMS Support Specialist (Customer Success Advisor) - Temporary to join our Industrial Skills team. This role serves as a primary point of contact for customers using our Learning Management System (LMS), helping administrators and users navigate the platform, resolve issues, and maximize the value of their training programs. The primary focus of the role is customer support, LMS administration, troubleshooting, customer training, and ongoing client assistance. We're looking for someone who enjoys solving problems, helping customers succeed, and delivering a high-touch service experience. The ideal candidate has experience supporting software platforms, learning management systems, or web-based applications and can communicate effectively with customers of varying technical skill levels.

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 both 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.

Nice To Haves

Experience supporting or administering a Learning Management System (LMS).
Experience working with business customers, administrators, or client-facing support environments.
Experience using Salesforce, Zendesk, Jira, HubSpot, or similar platforms.
Experience documenting bugs, recreating issues, and communicating technical problems to Product or Development teams.
Experience within SaaS, online learning, compliance training, workplace safety, or EHS-related industries.
Bachelor's degree or equivalent combination of education and relevant experience.

Responsibilities

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, helping them become more confident and self-sufficient users.
Assess customer issues and determine when concerns can be resolved directly versus escalated to Product, Development, Customer Service, or other internal teams.
Create, document, track, and follow up on support cases to ensure timely resolution.
Gather relevant information and clearly communicate technical issues to internal stakeholders.
Collaborate with Sales, Customer Service, Product, Development, and other cross-functional teams to support customer success.
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 overall customer experience.