Tier 1 Customer Support Specialist

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

📋 Description

• Deliver support via phone, email, and chat channels.

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

• Diagnose and troubleshoot reported problems.

• Foster strong relationships with both colleagues and customers.

• Communicate in a professional, respectful, and timely manner.

• Identify, test, and confirm issues.

• Provide clear documentation of issues to development teams.

• Work cross-functionally on initiatives that focus on customer needs.

• Engage in testing of new features and software releases.

• Suggest product improvements based on data analysis and customer feedback.

• Cultivate expertise in HealthStream products and advocate for the clients.

⛳️ Requirements

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

• Bachelor’s degree in a relevant field is preferred.

• Education criteria may be adjusted based on relevant practical experience.

• Familiarity with the healthcare industry is advantageous.

• Exceptional and engaging phone demeanor.

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

• Skills in problem-solving and prioritization.

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

• Proficient in troubleshooting technical issues, identifying root causes, and providing solutions.

• Active listening skills and a commitment to customer advocacy.

• Basic working knowledge of Microsoft operating systems.

• Experience with Salesforce and Microsoft Teams is beneficial.

• Flexible 8-hour schedule available for coverage between 7 AM and 7 PM CST, Monday through Friday.

• Basic understanding of SQL is a plus.

🏝️ Benefits

• Opportunities for career development based on personal interests.

• Weekends and holidays off.

• Fully remote work setup.