Tier 1 Customer Support Specialist

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Deliver support via phone, email, and chat

• Collaborate closely with customers and internal teams to efficiently resolve issues

• Diagnose and troubleshoot reported problems

• Comprehend and rectify technical issues

• Foster strong relationships with both colleagues and customers

• Communicate in a timely, professional, and respectful manner

• Identify, test, and validate issues

• Supply the development team with detailed documentation of issues

• Work cross-functionally on initiatives focused on customer satisfaction

• Engage in testing of new features and releases

• Propose product enhancements informed by data and customer insights

• Comply with HealthStream’s security policies, procedures, and assigned training

• Cultivate expertise in HealthStream products and advocate for client interests

⛳️ Requirements

• Minimum of one year of experience in a technical help desk or technical support position

• A bachelor’s degree in a relevant field is preferred

• Educational qualifications may be substituted with relevant practical experience

• Practical familiarity with the healthcare industry is advantageous

• Exceptional and engaging phone demeanor

• Superior written communication skills

• Capability to convey information clearly, concisely, and thoughtfully

• Strong problem-solving and prioritization abilities

• Capacity to communicate solutions to both technical and non-technical customers

• Skill in identifying root causes and providing effective resolutions

• Active listening skills and a strong advocate for customer needs

• A deep curiosity to learn how things function

• Proficient knowledge of Microsoft operating systems

• Familiarity with Salesforce and Microsoft Teams

• Flexible 8-hour schedule available between 7 AM–7 PM CST, Monday through Friday

• A team-oriented mindset and dedication to quality standards

🏝️ Benefits

• Purpose-driven work

• Diverse and inclusive workplace culture

• Competitive salary and bonuses

• Comprehensive insurance offerings

• Support for mental and physical health

• Flexibility to work from home

• Reimbursements for fitness center memberships

• Generous paid time off for volunteering

• Wellness workshops available

• Buddy Program for new HealthStream employees

• Collaborative team environment

• Opportunities for career advancement

• Continuous learning initiatives

• Inspiring workspaces for collaboration and connection with fellow HealthStream employees

• Complimentary employee parking at Resource Centers in Nashville and San Diego

• Paid time off

• Hybrid work environment for eligible team members

• Company-sponsored social events

• Medical, dental, and vision insurance

• Parental leave

• 401k and Roth retirement plans

• Flexible spending accounts

• Health savings accounts

• Life insurance coverage

• Short- and long-term disability insurance

• Medical bridge insurance

• Critical illness insurance

• Accident insurance

• Identity theft protection

• Legal protection services

• Pet insurance options

• Employee assistance program

• Fitness reimbursement programs