Tier 2 Customer Support Specialist

HEALTHSTREAM INC•Nashville, TN

5d•$55,727 - $63,938•Remote

About The Position

The Tier 2 Customer Support Team owns and manages to resolution all cases escalated from Customer Service or through other channels, collaborating as needed with HealthStream cross-functional teams and vendor partners. Advocates for the customer to find timely resolution to issues, enlisting the assistance of other teams or management as needed.

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 with the MyClinicalExchange application is required
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 in healthcare organization preferred
Experience with HealthStream products from an administrator-level is a plus
Experience in a SaaS business desirable
Experience with Salesforce is desirable

Responsibilities

Adhere to all HealthStream security policies, procedures, and assigned training.
Resolve support cases escalated from Customer Service, Sales, Product Management, or Success Management by following established workflows and processes.
Serve as the customer’s advocate, owning escalated issues through resolution.
Properly document, escalate and manage open issues through resolution, regularly keep customers informed of progress.
Document and communicate product resolutions directly to customers, or through Customer Service colleagues.
Document all customer interactions in Salesforce or other customer databases, and alert management of important account relationship issues or problems needing further escalation for resolution.
Participate on internal cross functional teams to ensure understanding of common customer challenges, collaborate on problem resolution, and share/receive information on product best practices, updates, enhancements, and release planning.
Continuously look for opportunities to enhance our products and support methods to improve customer service, support and retention.
Pro-actively, or as assigned, obtain ongoing product and technical training to maintain the knowledge and skills to proficiently address customer issues.