Tier 2 Customer Support Specialist

🕒 July 24

🎸 Tennessee – Remote

🎸 Tennessee – Remote

💵 $55.7k - $75k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🦅 H1B Visa Sponsor

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HealthStream

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1990

🏥 Healthcare

💼 Consulting

⚖️ Legal

Healthcare • Consulting • Legal

HealthStream is a healthcare-focused SaaS company that provides workforce management and learning solutions to health systems, provider groups, and care organizations. Its hStream platform and suite of products (learning center, credentialing, scheduling, quality & compliance, resuscitation training and revenue cycle education) deliver content, continuing education, primary-source verification, analytics, and tools to improve competency, safety, regulatory compliance, and operational efficiency across the healthcare workforce. HealthStream serves thousands of healthcare customers and millions of clinicians with a content marketplace, reporting, and integration capabilities.

📋 Description

• Provide exceptional product support and have a significant role in the overall customer experience • Support CredentialStream, an online credentialing application • Be an escalation point for the Tier 1 team • Help resolve issues and achieve case closure quota • Build strong relationships with colleagues and clients, communicating in a timely, professional and respectful manner • Communicate and escalate potential and real systemic issues to the Customer Support Manager • Participate in testing new features and enhancements • Ensure department goals are met • Other duties as assigned

🎯 Requirements

• Experienced professional with a minimum of a bachelor’s degree in healthcare, business, or technical field • Minimum 2 years in a customer service/support or related role • Experience in healthcare organization • Experience with HealthStream products from an administrator-level is a plus • Experience in a SaaS business desirable • Experience with Salesforce is desirable • Mid to high-level computer skills including the Microsoft Office suite of products. • Excellent verbal and written communication skills • Technical acumen to support development of an in-depth understanding of assigned products/solutions • Function independently and use critical thinking to analyze and help resolve customer challenges • Excellent analytical and problem-solving abilities, highly self-motivated and independent while being able to accept direction with completion of tasks • Effectively interface with customers and colleagues using active listening and a calm, professional demeanor • Effectively present information to customer and HealthStream internal stakeholders • Collaborate as part of a team to optimize solutions and a seamless delivery approach • Adapt to changes in strategy or approach as needed in a fast-paced, innovative environment • Willingness to learn a variety of HealthStream platforms and products, and to commit to ongoing learning to maintain competence in assigned products/solutions • Travel up to 15%, staying overnight as needed to meet customer and internal company needs.

🏖️ Benefits

• Medical, Dental and Vision insurance • Paid Time Off • Parental Leave • 401k and Roth • Flexible Spending Account • Health Savings Account • Life Insurance • Short- and Long-Term Disability • Medical Bridge Insurance • Critical Illness Insurance • Accident Insurance • Identity Protection • Legal Protection • Pet Insurance • Employee Assistance Program • Fitness Reimbursement