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 and plays a significant role in the customer experience. The specialist serves as a customer advocate, develops in-depth knowledge of HealthStream products, and helps clients resolve issues while communicating with positivity and professionalism. The role also offers opportunities to develop skills in line with individual career interests, in Customer Service or another department. The position provides support by phone, email, and chat, working with customers and internal teams to troubleshoot and resolve problems. It involves documenting verified issues for the development team, contributing to product testing and customer-focused initiatives, and recommending product enhancements informed by data and customer feedback. The role requires adherence to HealthStream security policies, procedures, and assigned training. This is a full-time, remote position listed for the USA, with Nashville, Tennessee, shown as the location. The work schedule is flexible within an eight-hour day, with coverage provided between 7 AM and 7 PM CST, Monday through Friday. Weekends and holidays are not required. The listed pay range is $19.47–$20.68 per hour.

Requirements

At least one year of experience in a technical help desk or technical support role.
Excellent written communication and the ability to communicate information clearly, concisely, and thoughtfully.
Strong problem-solving and prioritization skills, with ownership of assigned work.
Ability to communicate resolutions effectively to both technical and non-technical customers.
Ability to investigate technical difficulties, determine root causes, and provide resolutions.
Active listening skills and an empathetic, customer-advocacy approach.
Working knowledge of Microsoft operating systems.
Ability to work a flexible eight-hour schedule providing coverage between 7 AM and 7 PM CST, Monday through Friday.

Nice To Haves

A 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 customer support by phone, email, and chat, 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.