Tier 2 Customer Support Specialist

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

📋 Description

• The Tier 2 Customer Support Team is responsible for owning and resolving all cases that have been escalated from Customer Service or other channels, collaborating effectively with HealthStream's cross-functional teams and vendor partners as needed.

• Acts as an advocate for the customer to ensure prompt resolution of issues, engaging other teams or management when necessary.

• You will be expected to comply with all HealthStream security policies, procedures, and designated training.

• Address support cases that have been escalated from Customer Service, Sales, Product Management, or Success Management by adhering to established workflows and processes.

• Function as the customer’s advocate by taking ownership of escalated issues until they are resolved.

• Accurately document, escalate, and manage ongoing issues until resolution, while keeping customers regularly updated on progress.

• Communicate and document product resolutions directly to customers or through Customer Service team members.

• Record all customer interactions in Salesforce or other customer management systems, and notify management of significant account relationship issues or problems that require further escalation for resolution.

• Engage in internal cross-functional teams to gain insights into common customer challenges, collaborate on problem-solving, and share or receive information regarding product best practices, updates, enhancements, and release planning.

• Continuously seek opportunities to enhance our products and support methodologies to elevate customer service, support, and retention.

• Proactively, or as assigned, pursue ongoing product and technical training to maintain the expertise needed to effectively address customer concerns.

⛳️ Requirements

• A qualified professional with at least a bachelor’s degree in healthcare, business, or a technical field.

• A minimum of 2 years of experience in a customer service/support or related role.

• Experience with the MyClinicalExchange application is mandatory.

• Prior experience in a healthcare organization is preferred.

• Familiarity with HealthStream products at an administrator-level is an advantage.

• Experience in a SaaS environment is desirable.

• Proficiency with Salesforce is a plus.

• Mid to high-level computer skills, including proficiency in the Microsoft Office suite.

• Outstanding verbal and written communication abilities.

• Technical aptitude to develop a deep understanding of assigned products/solutions.

• Ability to operate independently and utilize critical thinking to analyze and resolve customer challenges.

• Excellent analytical and problem-solving skills, highly self-motivated and capable of working independently while also welcoming direction for task completion.

• Skill in effectively interfacing with customers and colleagues through active listening and maintaining a calm, professional demeanor.

• Capable of effectively presenting information to customers and internal HealthStream stakeholders.

• Collaborate within a team to optimize solutions and ensure a seamless delivery approach.

• Adaptable to changes in strategy or approach as required in a fast-paced, innovative environment.

• Willingness to learn various HealthStream platforms and products, committing to continuous learning to maintain proficiency in assigned products/solutions.

• Ability to travel up to 15%, including overnight stays as needed to meet customer and internal company requirements.

🏝️ Benefits

• Medical, Dental, and Vision insurance.

• Paid Time Off.

• Parental Leave.

• 401k and Roth options.

• Flexible Spending Account.

• Health Savings Account.

• Life Insurance.

• Short- and Long-Term Disability coverage.

• Medical Bridge Insurance.

• Critical Illness Insurance.

• Accident Insurance.

• Identity Protection.

• Legal Protection.

• Pet Insurance.

• Employee Assistance Program.

• Fitness Reimbursement.