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 issues

• Understand and rectify product and technical challenges

• Comply with HealthStream's security policies, procedures, and required training

• Foster strong relationships with colleagues and customers

• Identify, validate, and test issues

• Supply clear documentation of issues to development teams

• Engage in cross-functional collaboration on customer-centric initiatives

• Participate in the testing of new features and updates

• Suggest product improvements based on data and customer feedback

⛳️ Requirements

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

• A bachelor's degree in a relevant field is preferred; educational requirements may be waived based on relevant experience

• Practical understanding of the healthcare sector is advantageous

• Exceptional and engaging phone demeanor

• Strong written communication skills with the ability to convey information clearly, concisely, and thoughtfully

• Proficient problem-solving and prioritization abilities

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

• Skill in identifying root causes and offering solutions

• Active listening skills and a commitment to empathetic customer advocacy

• Familiarity with Microsoft operating systems

• Experience with Salesforce and Microsoft Teams is beneficial

• Basic knowledge of SQL is a plus

• Flexibility to work an 8-hour schedule providing coverage between 7 AM–7 PM CST, Monday to Friday

• Team-oriented mindset with a readiness to exceed customer expectations

🏝️ Benefits

• Work that is aligned with a mission

• A culture that values diversity and inclusion

• Competitive salary and bonuses

• Comprehensive insurance options

• Support for mental and physical well-being

• Flexibility to work from home

• Reimbursements for fitness center memberships

• Generous paid time off for volunteer activities

• Wellness workshops to support health

• A Buddy Program for new HealthStreamers

• A collaborative work environment

• Opportunities for career advancement

• Continuous learning and development opportunities

• Inspiring workspaces for collaboration with fellow HealthStreamers

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

• Paid time off

• A hybrid work arrangement

• Company-sponsored social events on-site

• Medical, dental, and vision insurance

• Parental leave benefits

• 401(k) and Roth options

• Flexible spending account

• Health savings account

• Life insurance coverage

• Short-term and long-term disability insurance

• Medical bridge insurance

• Critical illness insurance

• Accident insurance coverage

• Identity protection services

• Legal protection options

• Pet insurance availability

• Employee assistance program

• Fitness reimbursement initiatives