Eugene, OR

Seniority Level


Employment Type


Basic Function

The Customer Service Technician is responsible for follow-up and support related to the online learning management system (LMS) and other proprietary software under the HSI family of brands (ASHI, MEDIC First Aid, 24-7 EMS and Fire, Summit Training Source, CLMI, Safetec and WorkSafe Canada).


  • Answer incoming phone calls and emails from customers with questions on our online training programs. Support may include simple tasks such as password resets or a complete training on the use of the LMS.
  • Research and resolve issues for clients and students who want to use the system more efficiently or who are struggling to understand the software operation.
  • Use internal ticketing system to track and report issues for clients and students, and help improve documentation of client concerns.
  • Take on special projects within the department, such as testing new software features or specializing in a particular area of support.
  • Work with a specific group of high-priority accounts to ensure client issues are properly documented, researched and escalated for support.
  • Work effectively with other departments or partners towards the best resolution for an issue.
  • Provide management with details about issues that can be handled more seamlessly with modifications and/or process/operational improvements.
  • Inform management and team about new developments that may impact current customer base.
  • Perform other related duties as assigned by management.
  • Drive quality and integrity throughout the business while finding ways to help increase revenue.

Qualifications and Skills 

  • 2+ years of phone support experience, preferably in a high-volume call center.
  • 1+ year(s) of technical experience preferred, especially Help Desk or ticketing system knowledge.
  • Use or understanding of online learning management systems beneficial.
  • Outstanding phone presence and ability to communicate clearly and simply when troubleshooting issues.
  • Understanding of Internet technologies and a strong aptitude for training and problem solving.
  • Proven track record of handling escalated client issues with positive resolution results.
  • Strong writing and/or documentation skills.
  • Motivated self-starter who can work independently and be productive even if no active assignments are assigned.
  • Ability to prioritize a large amount of work and set realistic goals and deadlines for project completion.
  • Ability to work well with others, both across departments and within a larger team.
  • Familiarity with Microsoft Office products (Word, Excel, Outlook) required.
  • Patience and understanding for customers that have various levels of computer experience.


To learn more call 1-800-447-3177 or send us an email: customerservice@hsi.com