[Remote] Tier 1 Customer Support Specialist I

Note: The job is a remote job and is open to candidates in USA. HealthStream is the leader in healthcare workforce solutions, dedicated to improving the quality of healthcare through innovative technology. As a Tier 1 Customer Support Specialist I, you will provide exceptional customer service and product support, acting as the face of HealthStream and advocating for clients while collaborating with internal teams to resolve 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 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
• 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
• Comprehensive benefits
• Supportive work environment where creativity and collaboration thrive
• 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 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