Tier 1 Customer Support Specialist I

HEALTHSTREAM INC•Nashville, TN

2d•$19 - $21•Remote

About The Position

Provide exceptional customer service and product support while playing a significant role in the overall customer experience. Serve as a client advocate by developing in-depth knowledge of HealthStream products and helping clients resolve their issues. The role also offers opportunities to develop skills for an individual career path, whether in Customer Service or another department within the company. The position is full time and remote in the USA, with the job location listed as Nashville, TN. The schedule is a flexible eight-hour shift providing coverage between 7 AM and 7 PM CST, Monday through Friday. The salary range is $19.47–$20.68 per hour, based on experience and qualifications. Travel is negligible.

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.
Excellent phone presence and written communication skills, with the ability to relay information clearly, concisely, and thoughtfully.
Problem-solving skills, prioritization ability, and ownership of work.
Ability to communicate resolutions effectively with both non-technical and technical customers.
Ability to work through technical difficulties, determine root issues, and provide resolutions that address more than the immediate question or issue.
Ability to explain complex topics by breaking them into manageable parts.
Active listening skills and an empathetic customer-advocacy approach.
Curiosity and willingness to learn how things work.
Working knowledge of Microsoft operating systems and familiarity with tools such as Salesforce and Microsoft Teams.
Ability to work a flexible eight-hour schedule providing coverage between 7 AM and 7 PM CST, Monday through Friday.
Ability to work as a team player, uphold quality standards, and persist in finding solutions or clearly explaining the steps being taken.

Nice To Haves

Practical knowledge of the healthcare industry.
Basic understanding of SQL.

Responsibilities

Adhere to HealthStream security policies, procedures, and assigned training.
Provide phone, email, and chat support, working with customers and internal teams to resolve issues efficiently.
Troubleshoot and diagnose reported problems, and work to understand and correct them.
Build strong relationships with colleagues and customers, communicating in a timely, professional, and respectful manner.
Identify, test, and verify issues and provide the development team with clear documentation.
Collaborate cross-functionally on customer-focused initiatives to provide a seamless customer experience.
Participate in testing new features and releases.
Recommend product enhancements using data and customer feedback.