Tier 1 Customer Support Specialist
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Job Description
Tier 1 Customer Support Specialist supporting users of HealthStream’s healthcare workforce solutions. Troubleshooting issues through phone, email, and chat while advocating for customers.
Responsibilities:
- Provide phone, email, and chat support
- Work closely with customers and internal teams to resolve issues efficiently
- Troubleshoot and diagnose reported problems
- Understand and correct technical problems
- Build strong relationships with colleagues and customers
- Communicate in a timely, professional, and respectful manner
- Identify, test, and verify issues
- Provide the development team with clear issue documentation
- Collaborate cross-functionally on customer-focused initiatives
- Participate in testing new features and releases
- Suggest product enhancements using data and customer feedback
- Adhere to HealthStream security policies, procedures, and assigned training
- Develop expertise in HealthStream products and advocate for clients
Requirements:
- 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 is a plus
- Extraordinary, charismatic phone presence
- Excellent written communication
- Ability to relay information clearly, concisely, and thoughtfully
- Problem-solving and prioritization skills
- Ability to communicate resolutions with both non-technical and technical customers
- Ability to determine root issues and provide resolutions
- Active listening skills and empathetic customer advocacy
- Insatiable curiosity for learning how things work
- Working knowledge of Microsoft operating systems
- Familiarity with Salesforce and Microsoft Teams
- Flexible 8-hour schedule providing coverage between 7 AM–7 PM CST, Monday through Friday
- Team-player mindset and commitment to quality standards
Benefits:
- Mission-oriented work
- Diverse and inclusive culture
- Competitive compensation and 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 Resource Centers in Nashville and San Diego
- Paid time off
- Hybrid work environment for eligible/commutable team members
- Company-sponsored onsite social events
- 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
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