Tier 1 Customer Support Specialist 1
HealthStream is the leader in healthcare workforce solutions, dedicated to enhancing the quality of healthcare. As a Tier 1 Customer Support Specialist, you will provide exceptional customer service and product support, acting as the face of HealthStream and advocating for clients while troubleshooting and resolving issues.
Responsibilities
- You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training. Provide phone, email, and chat support; working closely with customers and with internal teams to efficiently resolve any issues that may come up
- Troubleshoot and diagnose reported problems and work to understand and correct problems
- Build strong relationships with your colleagues and with customers, communicating in a timely, professional, and respectful manner
- Identify, test, and verify issues, providing the development team with clear documentation
- Provide an uncomplicated and seamless customer experience by collaborating cross-functionally on customer focused initiatives
- Participate in testing new features and releases
- Suggest recommendations for product enhancements utilizing data and customer feedback
Skills
- You have at least one year of experience in customer-facing roles
- A bachelor's degree in a related discipline is preferred. Education requirements may be waived based on practical experience
- Practical knowledge of the healthcare industry a definite plus
- You have an extraordinary, charismatic phone presence; excellent written communication, and can relay information clearly, concisely and thoughtfully
- You are a problem-solver, skilled in prioritization, and you take ownership in the work that you do
- You know your audience and can effectively communicate resolutions with both non-technical and technical customers
- You have a natural ability to work through technical difficulties, determine the root issue, and provide resolution beyond the issue or question proposed
- You can make complex topics easily digestible by breaking them down into manageable parts
- You display active listening skills and are an empathetic customer advocate
- You have an insatiable curiosity for learning how things work
- You have a working knowledge of Microsoft operating systems and are familiar with tools like Salesforce and Microsoft Teams. A basic understanding of SQL is a plus
- You can work a flexible 8-hour schedule, providing coverage between 7 AM 7 PM CST, Monday through Friday. Weekends and holidays are for you to enjoy with friends and family
- You are a team player working towards a common goal and you hold your colleagues to the same level of quality and elevated standards
- You may not always have the answer, but you are willing to go above and beyond to find a solution for a customer or provide a clear understanding of the steps we are taking
Benefits
- Competitive Compensation & Bonuses
- Comprehensive Insurance Plans
- Mental and Physical Health Support
- Work-from-home flexibility
- Fitness Center Reimbursements
- Streaming Good time off for volunteering
- Wellness workshops
- Buddy Program for new HealthStreamers
- Collaborative work environment
- Career growth opportunities
- Continuous learning opportunities
- Free employee parking at our Resource Centers in Nashville and San Diego
- Flexibility and paid time off to support work-life integration for all employees
- Hybrid work environment
- Streaming Good volunteer day
- Company-sponsored onsite social events for development, connection, and celebration
- Medical, Dental and Vision insurance
- Paid Time Off
- Parental Leave
- 401k and Roth
- Flexible Spending Account
- Health Savings Account
- Life Insurance
- Short- and Long-Term Disability
- Medical Bridge Insurance
- Critical Illness Insurance
- Accident Insurance
- Identity Protection
- Legal Protection
- Pet Insurance
- Employee Assistance Program
- Fitness Reimbursement
Company Overview