Tier 1 Customer Support Specialist I

Remote Jobs; Nashville (TN); Hybrid; USD 27,000 - 28,000; Full time

Benefits offered by this job

Medical, Dental and Vision insurance

Paid Time Off

401k and Roth

Flexible Spending Account

Health Savings Account

Life Insurance

Short- and Long-Term Disability

Wellness programs

Job summary

HealthStream is the leader in healthcare workforce solutions, delivering learning, credentialing, and scheduling applications on the #1 platform. As a Tier 1 Customer Support Specialist I, you will be the face of HealthStream, delivering exceptional service, mastering product knowledge, and guiding clients through issues with positivity.

This role supports a hybrid work arrangement with a focus on customer excellence.

Qualifications

• 1+ year of experience in a technical help desk or technical support role.
• Bachelor's degree preferred or waived based on experience.
• Knowledge of healthcare industry is a plus.

Responsibilities

• Provide phone, email, and chat support to customers.
• Troubleshoot and diagnose reported problems.
• Build strong relationships with customers and colleagues.
• Document issues clearly for the development team.
• Collaborate cross-functionally to deliver customer-focused initiatives.
• Participate in testing new features and releases.
• Suggest product enhancements based on feedback.

Skills

Customer service

Phone etiquette

Troubleshooting

Cross-functional collaboration

Communication

Education

Bachelor's degree in related discipline

Tools

Salesforce

Microsoft Teams

SQL basics

Job description

Company Overview

HealthStream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter. HealthStream provides the leading learning, clinical development, credentialing, and scheduling applications delivered on healthcare's #1 platform. We streamline everyday tasks while improving performance, engagement, and safety - fostering a workplace where people flourish, and care thrives.

Why Join Us

At HealthStream, you'll have the opportunity to make a meaningful impact on the future of healthcare by collaborating with a team of talented professionals dedicated to innovation and excellence. We offer competitive compensation, comprehensive benefits, and a supportive work environment where creativity and collaboration thrive. Our shared vision is to enhance the quality of healthcare by empowering the people who deliver care - a commitment we have upheld for over 30 years through providing innovative solutions and driving constant growth. Join us in revolutionizing the healthcare industry and shaping the future of patient care. As a HealthStreamer, you will be at the forefront of healthcare technology innovation, making a recurring impact on the industry. We're proud of our values-forward culture that offers our people:

• Mission-oriented work
• Diverse and inclusive culture
• 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
• Inspiring workspaces to collaborate and connect with other HealthStreamers
• Free employee parking at our Resource Center in Nashville

At HealthStream, our thriving culture encourages collaboration and values contributions, allowing our team members to continuously solve big problems and grow. We offer flexibility and paid time off to support work-life integration for all employees, including a hybrid work environment and Streaming Good volunteer day. For team members in commutable distance, HealthStream has a Resource Center in Nashville, TN. Our resource centers provide an inspiring workspace to collaborate and recharge as well as company-sponsored onsite social events for development, connection, and celebration.

We are committed to driving innovation in healthcare and ensuring that patients receive competent care from qualified professionals. As a HealthStream team member, you will help bring this vision to life. If you want to work for a company committed to its values and vision, HealthStream is the place for you!

HealthStream is an equal opportunity employer. HealthStream prohibits employment practices that discriminate against individual employees or groups of employees on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law.

Position Information

Position Overview

You will provide exceptional customer service and product support and have a significant role in the overall customer experience. As a Tier 1 Customer Support Specialist I, you will be the face of HealthStream and will become our clients' biggest advocate! You will understand the ins and outs of HealthStream products and you will delight clients with your wealth of knowledge and unwavering positivity. You will also develop skills for your individual career path based on your interests--whether this lies within Customer Service or in another department within the company.

Key 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.

Requirements

• You have at least one year of experience in a technical help desk or technical support role.
• 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.

Qualifications

• 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.

Compensation

• The salary range for this position is $19.47 - $20.68 per hour. Salary will be determined by the candidate's level of experience and qualifications. Compensation will be commensurate with skills, relevant experience, and performance in similar roles.

Benefits

HealthStream offers a comprehensive benefits package to eligible employees, including:

• 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

Are you passionate about enhancing healthcare outcomes and empowering healthcare professionals? Join the HealthStream team and become a HealthStreamer! Together, we can make a difference in the world of healthcare.