Tier 1 Customer Support Specialist I

HEALTHSTREAM INC•Nashville, TN

1d•$19 - $21•Remote

About The Position

The Tier 1 Customer Support Specialist I provides customer service and product support, serving as a customer advocate and contributing to the overall client experience. The role requires learning HealthStream products, resolving customer issues, and communicating clearly and professionally with clients and colleagues. The position also offers opportunities to develop skills for an individual career path within Customer Service or another department.

Requirements

At least one year of experience in a technical help desk or technical support role.
Excellent written communication and a strong phone presence; ability to communicate clearly, concisely, and thoughtfully.
Problem-solving, prioritization, and ownership skills.
Ability to communicate resolutions effectively to both non-technical and technical customers.
Ability to troubleshoot technical difficulties, determine root causes, and provide resolutions.
Active listening skills and an empathetic, customer-advocacy mindset.
Working knowledge of Microsoft operating systems.
Ability to work a flexible 8-hour schedule providing coverage between 7 AM and 7 PM CST, Monday through Friday.

Nice To Haves

Bachelor’s degree in a related discipline; education requirements may be waived based on practical experience.
Practical knowledge of the healthcare industry.
Familiarity with Salesforce and Microsoft Teams.
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 relationships with colleagues and customers through timely, professional, and respectful communication.
Identify, test, and verify issues, and provide clear documentation to the development team.
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.