Tier 2 Customer Support Specialist

HEALTHSTREAM INC•Nashville, TN

1d•$55,727 - $75,000•Remote

About The Position

HealthStream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter. HealthStream provides the leading learning, clinical development, credentialing, and scheduling applications delivered on healthcare’s #1 platform. We streamline everyday tasks while improving performance, engagement, and safety – fostering a workplace where people flourish, and care thrives. 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

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 a healthcare organization.
Mid to high-level computer skills including the Microsoft Office suite of products.
Excellent verbal and written communication skills.
Technical acumen to support development of an in-depth understanding of assigned products/solutions.
Function independently and use critical thinking to analyze and help resolve customer challenges.
Excellent analytical and problem-solving abilities, highly self-motivated and independent while being able to accept direction with completion of tasks.
Effectively interface with customers and colleagues using active listening and a calm, professional demeanor.
Effectively present information to customer and HealthStream internal stakeholders.
Collaborate as part of a team to optimize solutions and a seamless delivery approach.
Adapt to changes in strategy or approach as needed in a fast-paced, innovative environment.
Willingness to learn a variety of HealthStream platforms and products, and to commit to ongoing learning to maintain competence in assigned products/solutions.

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

Adhering to all HealthStream security policies, procedures, and assigned training.
Provide phone, email support; work closely with clients and with internal teams to efficiently resolve any issues that may come up for CS.
Troubleshoot 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.
Ensure department goals are met.
Other duties as assigned.