Tier 2 Customer Support Specialist

🔥 10 minutes ago

🎸 Tennessee – Remote

🎸 Tennessee – Remote

💵 $55.7k - $63.9k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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HealthStream

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1990

☁️ SaaS

📚 Education

👥 HR Tech

SaaS • Education • HR Tech

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

• The Tier 2 Customer Support Team owns and manages to resolution all cases escalated from Customer Service or through other channels, collaborating as needed with HealthStream cross-functional teams and vendor partners. • Advocates for the customer to find timely resolution to issues, enlisting the assistance of other teams or management as needed. • You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training. • Resolve support cases escalated from Customer Service, Sales, Product Management, or Success Management by following established workflows and processes. • Serve as the customer’s advocate, owning escalated issues through resolution. • Properly document, escalate and manage open issues through resolution, regularly keep customers informed of progress. • Document and communicate product resolutions directly to customers, or through Customer Service colleagues. • Document all customer interactions in Salesforce or other customer databases, and alert management of important account relationship issues or problems needing further escalation for resolution. • Participate on internal cross functional teams to ensure understanding of common customer challenges, collaborate on problem resolution, and share/receive information on product best practices, updates, enhancements, and release planning. • Continuously look for opportunities to enhance our products and support methods to improve customer service, support and retention. • Pro-actively, or as assigned, obtain ongoing product and technical training to maintain the knowledge and skills to proficiently address customer issues.

🎯 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 with the MyClinicalExchange application is required • Experience in healthcare organization preferred • 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