Tier 1 Customer Support Specialist I

HEALTHSTREAM INC•Nashville, TN

1d•Hybrid

About The Position

HealthStream is a leader in healthcare workforce solutions, providing learning, clinical development, credentialing, and scheduling applications to improve performance, engagement, and safety. As a Tier 1 Customer Support Specialist I, you will be responsible for delivering exceptional customer service and product support, playing a significant role in the overall customer experience. You will serve as the primary contact for clients, advocating for them and demonstrating a deep understanding of HealthStream products. This role also offers opportunities for career development within customer service or other departments.

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).
Extraordinary, charismatic phone presence.
Excellent written communication.
Ability to relay information clearly, concisely and thoughtfully.
Problem-solver, skilled in prioritization.
Takes ownership in the work that you do.
Ability to 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.
Display active listening skills and are an empathetic customer advocate.
Insatiable curiosity for learning how things work.
Working knowledge of Microsoft operating systems.
Familiarity with tools like Salesforce and Microsoft Teams.
Ability to 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 holding colleagues to the same level of quality and elevated standards.
Willingness to go above and beyond to find a solution for a customer or provide a clear understanding of the steps we are taking.

Nice To Haves

Practical knowledge of the healthcare industry.
A basic understanding of SQL.

Responsibilities

Adhering to all HealthStream security policies, procedures, and assigned training.
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.