Tier 1 Customer Support Specialist I

POSITION SUMMARY: 

You will provide exceptional customer service and product support and have a significant role in the overall customer experience. As a Tier 1 Customer Support Specialist I, you will be the face of HealthStream and will become our clients’ biggest advocate! You will understand the ins and outs of HealthStream products and you will delight clients with your wealth of knowledge and unwavering positivity. You will also develop skills for your individual career path based on your interests--whether this lies within Customer Service or in another department within the company.  
  

ESSENTIAL DUTIES OR RESPONSIBILITIES: 

• Provide phone, email, and chat support; working closely with customers and with internal teams to efficiently resolve any issues that may come up. 
• Troubleshoot and diagnose reported problems and work to understand and correct problems. 
• Build strong relationships with your colleagues and with customers, communicating in a timely, professional, and respectful manner. 
• Identify, test, and verify issues, providing the development team with clear documentation. 
• Provide an uncomplicated and seamless customer experience by collaborating cross-functionally on customer focused initiatives. 
• Participate in testing new features and releases. 
• Suggest recommendations for product enhancements utilizing data and customer feedback. 

Job Specifications 

1. KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED: 

• You have at least one year of experience in a technical help desk or technical support role. 
• A bachelor’s degree in a related discipline is preferred. Education requirements may be waived based on practical experience. 
• Practical knowledge of the healthcare industry a definite plus. 

2. SKILLS REQUIRED: 

• You have an extraordinary, charismatic phone presence; excellent written communication, and can relay information clearly, concisely and thoughtfully. 
• You are a problem-solver, skilled in prioritization, and you take ownership in the work that you do. 
• You know your audience and can effectively communicate resolutions with both non-technical and technical customers. 
• You have a natural ability to work through technical difficulties, determine the root issue, and provide resolution beyond the issue or question proposed. 
• You can make complex topics easily digestible by breaking them down into manageable parts.  

3. ABILITIES REQUIRED: 

• You display active listening skills and are an empathetic customer advocate. 
• You have an insatiable curiosity for learning how things work. 
• You have a working knowledge of Microsoft operating systems and are familiar with tools like Salesforce and Microsoft Teams. A basic understanding of SQL is a plus. 
• You can work a flexible 8-hour schedule, providing coverage between 7 AM – 7 PM CST, Monday through Friday. Weekends and holidays are for you to enjoy with friends and family. 
• You are a team player working towards a common goal and you hold your colleagues to the same level of quality and elevated standards. 
• You may not always have the answer, but you are willing to go above and beyond to find a solution for a customer or provide a clear understanding of the steps we are taking.