Tier 1 Customer Support Specialist I

HEALTHSTREAM INC•Nashville, TN

22h•$40,492 - $43,000•Remote

About The Position

You 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.

Requirements

At least one year of experience in a technical help desk or technical support role.
Extraordinary, charismatic phone presence.
Excellent written communication, and can relay information clearly, concisely and thoughtfully.
Problem-solver, skilled in prioritization, and takes ownership in the work that you do.
Ability to know your audience and can effectively communicate resolutions with both non-technical and technical customers.
Natural ability to work through technical difficulties, determine the root issue, and provide resolution beyond the issue or question proposed.
Ability to make complex topics easily digestible by breaking them down into manageable parts.
Active listening skills and empathetic customer advocate.
Insatiable curiosity for learning how things work.
Working knowledge of Microsoft operating systems.
Familiar with tools like Salesforce and Microsoft Teams.
Can work a flexible 8-hour schedule, providing coverage between 7 AM – 7 PM CST, Monday through Friday.
Team player working towards a common goal and holds colleagues to the same level of quality and elevated standards.
Willing to go above and beyond to find a solution for a customer or provide a clear understanding of the steps being taken.

Nice To Haves

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.

Responsibilities

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.