Tier 1 Customer Support Specialist I

HealthStream; Nashville (TN); Hybrid; USD 55,761,000 - 59,256,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid Time Off

401k and Roth

Job summary

HealthStream is seeking a Tier 1 Customer Support Specialist I to be the face of the company, delivering phone, email, and chat support while mastering HealthStream products. You will help resolve issues, document root causes, and collaborate with internal teams to improve customer experiences.

The role requires strong communication skills, a problem-solving mindset, and the ability to work a flexible 8-hour CST schedule in a hybrid environment. Relevant healthcare knowledge is a plus.

Qualifications

• Bachelor’s degree preferred; practical experience may waive Education requirements.
• 1+ year of experience in a technical help desk or technical support role.

Responsibilities

• Provide phone, email, and chat support to customers.
• Troubleshoot and diagnose issues; document findings for the development team.
• Collaborate cross-functionally to deliver seamless customer experiences and test new features.

Skills

Phone communication

Written communication

Problem-solving

Active listening

Technical troubleshooting

SQL knowledge

Education

Bachelor's degree

Tools

Salesforce

Microsoft Teams

Job description

Company OverviewHealthStream 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 UsAt 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 workDiverse and inclusive cultureCompetitive Compensation & BonusesComprehensive Insurance PlansMental and Physical Health SupportWork-from-home flexibilityFitness Center ReimbursementsStreaming Good time off for volunteeringWellness workshopsBuddy Program for new HealthStreamersCollaborative work environmentCareer growth opportunitiesContinuous learning opportunitiesInspiring workspaces to collaborate and connect with other HealthStreamersFree employee parking at our Resource Centers in Nashville and San DiegoAt 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 Resource Centers in Nashville, TN and San Diego, CA. 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 InformationPosition OverviewYou 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 ResponsibilitiesYou 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.RequirementsYou 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.QualificationsYou 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.CompensationThe salary range for this position is $19.46 - $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.BenefitsHealthStream offers a comprehensive benefits package to eligible employees, including:Medical, Dental and Vision insurancePaid Time OffParental Leave401k and RothFlexible Spending AccountHealth Savings AccountLife InsuranceShort- and Long-Term DisabilityMedical Bridge InsuranceCritical Illness InsuranceAccident InsuranceIdentity ProtectionLegal ProtectionPet InsuranceEmployee Assistance ProgramFitness ReimbursementAre 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.Recruitment Fraud Notice: HealthStream is committed to protecting job seekers from recruitment fraud. All legitimate communications from HealthStream’s Talent Acquisition team will come from an official HealthStream email address. HealthStream will never ask candidates to pay fees, purchase equipment, provide banking information, or share sensitive personal information outside of our secure hiring and onboarding process. If you receive a suspicious message claiming to be from HealthStream, please proceed with caution and report it to the appropriate authorities.Req #48698