Tier 1 Customer Support Specialist
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Job Description
Tier 1 Customer Support Specialist supporting HealthStream’s healthcare workforce technology customers. Troubleshooting issues through phone, email, and chat while improving the customer experience.
Responsibilities:
- Adhere to all HealthStream security policies, procedures, and assigned training
- Provide phone, email, and chat support
- Work 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
- Identify, test, and verify issues
- Provide development teams with clear issue documentation
- Collaborate cross-functionally on customer-focused initiatives
- Participate in testing new features and releases
- Recommend product enhancements using data and customer feedback
- Provide exceptional customer service and product support
- Advocate for HealthStream clients and support the overall customer experience
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 and 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
- Basic understanding of SQL is a plus
- Ability to work a flexible 8-hour schedule providing coverage between 7 AM–7 PM CST, Monday through Friday
- Ability to work collaboratively and maintain elevated quality standards
Benefits:
- 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
- Career growth opportunities
- Continuous learning opportunities
- Flexible work environment
- 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
- Free employee parking at our Resource Center in Nashville
- Company-sponsored onsite social events for development, connection, and celebration
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