Onboarding Trainer, Tier 1 Customer Support

HEALTHSTREAM INC•Nashville, TN

3d•$55,727 - $60,000•Remote

About The Position

HealthStream is known for delighting customers in every interaction. The On-Boarding Trainer, Tier 1 Customer Support is responsible for working with Tier 1 leadership to support the team in providing world class customer service to internal and external customers through new-hire training, team quality audits, and on-going skills training. To perform this job successfully, the On-Boarding Trainer, Tier 1 Customer Support must serve as an advocate for customers and work to ensure their satisfaction by providing excellent in-team training and quality audits. This role is part of the Tier 1 leadership team and works together in planning, coordinating, and influencing the activities of the customer support team and in maintaining and enhancing customer delight.

Requirements

Bachelor’s degree required. Equivalent experience will be considered in lieu of education.
Direct experience with HealthStream products and additional background in a customer support-related field.
Excellent knowledge of leadership methods, techniques, and awareness of industry latest technology trends and applications.
Specific knowledge of, passion for, and/or ability to learn using AI in the pursuit of more efficient on-boarding training.
Supervisory or coaching experience required.
Qualifications Need to either have, or be able to rapidly develop, a strong working knowledge of HealthStream's products and applications.
Mid-to-high level computer skills including Microsoft Office, Teams, and Salesforce.
Need to either have, or be able to rapidly develop, a strong working knowledge of using AI to improve effectiveness and efficiency of the role.
Teaching, coaching, and/or supervisory experience.
Strong interpersonal, written, and oral communication skills required.
Instructional, facilitation, and presentation skills are a plus.
Excellent analytical and problem-solving abilities, highly self-motivated and independent while being able to accept direction with completion of tasks.
Customer-centric mindset, strong interpersonal skills, and patience.
Ability to comfortably interface with technical personnel.
Multi-task oriented; works with a sense of urgency and a desire for excellence in performance.
Ability to learn new technologies to meet internal training goals.
Reliable with a strong work ethic.
Ability to think strategically and to lead with patience.
Ability to teach complex concepts in meaningful ways, and to understand different learning and teaching styles.
Strong organizational skills and the ability to work independently with little supervision.
Stress tolerance.
Strong client-facing and communication skills.
Customer service focus.
Problem analysis and problem-solving skills.
Decision-making abilities.
The desire to develop leadership skills and learn new supervisory skills.
The ability to give and receive meaningful feedback to promote a culture of learning.

Nice To Haves

Experience teaching, training and/or giving feedback in a formal coaching environment highly preferred.

Responsibilities

Adhering to all HealthStream security policies, procedures, and assigned training.
Has working knowledge of current trends in AI and is passionate about exploring and implementing ways to use AI to improve new hire on-boarding and on-going skills training.
Examine current training processes across Tier 1 to document, align where appropriate, and streamline with the goal of minimizing time between date of hire and readiness to work directly with customers.
Achieves customer support objectives by assessing and developing product training materials on an on-going basis, facilitating micro or in-place training for the Tier 1 team, and implementing on-going training for all Tier 1 Specialists, including those acquired through company acquisitions.
Supports the Tier 1 team by coaching Customer Support Specialists (CSSs) and patiently teaching complex concepts.
Facilitates all new hire and on-boarding activities and training, including scheduling, teaching, coaching, and encouraging new CSSs.
Assesses the quality and accuracy of case resolutions and customer communications by performing regular call and case audits for the Customer Support team.
Provides timely feedback and coaching to CSSs.
Alerts leadership regarding any concerns or trends that need addressing during initial training or ongoing operations management.
Actively participates in efforts to continuously improve the accuracy and efficiency of quality audits.
Develops documentation, new training materials and curricula, and creates new ways of delivering efficient, practical and effective training to the team.
Improves customer service quality results by studying, evaluating, and recommending processes; communicating audit metrics; monitoring and analyzing results; and sharing trends and findings with team leadership.
Ensures that the necessary resources and training tools are available for quality customer service delivery.
Assists in Team Lead responsibilities as needed.
Acts as a phone Specialist during call volume surges.