Tier 2 Customer Support Specialist

HEALTHSTREAM INC•Nashville, TN

20h•$55,727•Remote

About The Position

You'll provide exceptional product support and have a significant role in the overall customer experience. As a Tier 2 Customer Support Specialist, your primary focus will be to support CredentialStream, an online credentialing application. You'll be an escalation point for the Tier 1 team, as well as a support expert in one or more of our legacy platforms while achieving case closure quota, case aging quota, and auditing quota. Your colleagues will look to you to provide guidance on CS cases and proper messaging with clients.

Requirements

Experienced professional with a minimum of a bachelor’s degree in healthcare, business, or technical field
Minimum 2 years in a customer service/support or related role
Experience in healthcare organization
You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training.

Nice To Haves

Experience with HealthStream products from an administrator-level is a plus
Experience in a SaaS business desirable
Experience with Salesforce is desirable

Responsibilities

Provide phone, email support; work closely with clients and with internal teams to efficiently resolve any issues that may come up for CSTroubleshoot and diagnose advanced issues as escalated by our Tier 1 teams
Build strong relationships with your colleagues and with clients, communicating in a timely, professional and respectful manner
Communicate and escalate potential and real systemic issues to the Customer Support Manager
Participate in testing new features and enhancements
You will have an active role ensuring department goals are met
Other duties as assigned