Tier 2 Customer Support Specialist - HealthStream, Inc

As the #1 advisor for developing and empowering people to deliver the highest quality care, HealthStream's brands include best-in-class apps, software, and specialized solutions. Over the last 30+ years, our Company has remained committed to solving big problems and growing into new product lines. We are constantly innovating and finding new ways to positively impact healthcare organizations.

What does our values-based culture offer you?

• A collaborative work environment
  
• A mission-oriented mindset
  
• Work-from-home flexibility
  
• A chance to grow your career
  

All our HealthStreamers share a common vision: to improve the quality of healthcare by developing the people who deliver care. For over 30 years, we have remained committed to providing effective solutions through innovation and constant growth. Today, we offer a unified suite of products to streamline scheduling, credentialing, training and learning management, workforce development, and other key areas in the healthcare industry. We provide recurring value and, as a HealthStreamer, you will be at the forefront of healthcare technology innovation!

We offer work-from-home flexibility as part of our hybrid workplace policy. Our three Resource Centers (located in Nashville, TN; Boulder, CO; and San Diego, CA) are available for scheduled in-person events or assigned workspaces for those who want to work in the office. Remote team members also have access to flexible space scheduling for occasional use.

We encourage collaboration and commit to growth for our entire team. Our thriving culture allows our team members to continuously solve big problems, and we value these contributions. If you want to work for a company committed to its values and vision, HealthStream is the place for you!

We make sure patients receive competent care from qualified people. As a HealthStream team member, you would help this vision come to life. We pride ourselves on being a community where you can both build your career and take time away to fulfill your life goals and commitments.

Your Role As a HealthStreamer

Position Summary

You'll provide exceptional product support and have a significant role in the overall customer experience. As a Tier 2 Customer Support Specialist, your primary focus will be to support CredentialStream, an online credentialing application. You'll be an escalation point for the Tier 1 team, as well as a support expert in one or more of our legacy platforms while achieving case closure quota, case aging quota, and auditing quota. Your colleagues will look to you to provide guidance on CS cases and proper messaging with clients.

Essential Duties and Responsibilities

You will be responsible for adhering to all HeathStream security policies, procedures, and assigned training.

• Provide phone, email support; work closely with clients and with internal teams to efficiently resolve any issues that may come up for CS
  
• Troubleshoot and diagnose advanced issues as escalated by our Tier 1 teams
  
• Build strong relationships with your colleagues and with 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
  
• You will have an active role ensuring department goals are met
  
• Other duties as assigned
  

Qualifications

What You Will Need to be Successful

Education, Experience and Knowledge Required

• 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
  

Skills and Abilities Required

• 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

HealthStream offers a comprehensive benefits package to eligible employees, including:

• 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
  

If you have a passion for improving healthcare outcomes and empowering healthcare workers, come join the HealthStream team! We hope you join us and be a HealthStreamer!