[Remote] Tier 1 Customer Support Specialist I

Note: The job is a remote job and is open to candidates in USA. HealthStream provides healthcare workforce technology and applications. The Tier 1 Customer Support Specialist I delivers customer service and product support, troubleshoots issues, and works with clients and internal teams to resolve problems and improve the customer experience.

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 a technical help desk or technical support role
• Education requirements may be waived based on practical experience
• 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
• 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
• A bachelor's degree in a related discipline is preferred
• Practical knowledge of the healthcare industry a definite plus
• A basic understanding of SQL is a plus

Benefits

• 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
• Career growth opportunities
• Continuous learning opportunities
• Paid time off
• Hybrid work environment
• Company-sponsored onsite social events for development, connection, and celebration (for team members in commutable distance of the Nashville Resource Center)
• Medical, Dental and Vision insurance
• 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