Note: The job is a remote job and is open to candidates in USA. HealthStream is the leader in healthcare workforce solutions, helping organizations work better by improving their people's efficiency. The Tier 1 Customer Support Specialist I will provide exceptional customer service and product support, acting as the face of HealthStream and advocating for clients while developing skills for their career path.
Responsibilities
- 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
Skills
- You have at least one year of experience in a technical help desk or technical support role
- You have an extraordinary, charismatic phone presence; excellent written communication, and can relay information clearly, concisely and thoughtfully
- You are a problem-solver, skilled in prioritization, and you take ownership in the work that you do
- You know your audience and can effectively communicate resolutions with both non-technical and technical customers
- You have a natural ability to work through technical difficulties, determine the root issue, and provide resolution beyond the issue or question proposed
- You can make complex topics easily digestible by breaking them down into manageable parts
- You display active listening skills and are an empathetic customer advocate
- You have an insatiable curiosity for learning how things work
- You have a working knowledge of Microsoft operating systems and are familiar with tools like Salesforce and Microsoft Teams
- You can work a flexible 8-hour schedule, providing coverage between 7 AM – 7 PM CST, Monday through Friday
- You are a team player working towards a common goal and you hold your colleagues to the same level of quality and elevated standards
- You may not always have the answer, but you are willing to go above and beyond to find a solution for a customer or provide a clear understanding of the steps we are taking
- A bachelor's degree in a related discipline is preferred. Education requirements may be waived based on practical experience
- Practical knowledge of the healthcare industry a definite plus
- A basic understanding of SQL is a plus
Benefits
- Comprehensive Insurance Plans
- Mental and Physical Health Support
- Work-from-home flexibility
- Fitness Center Reimbursements
- Streaming Good time off for volunteering
- Wellness workshops
- Buddy Program for new HealthStreamers
- Collaborative work environment
- Career growth opportunities
- Continuous learning opportunities
- Inspiring workspaces to collaborate and connect with other HealthStreamers
- Free employee parking at our Resource Centers in Nashville and San Diego
- Flexibility and paid time off to support work-life integration for all employees, including a hybrid work environment and Streaming Good volunteer day
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