Note: The job is a remote job and is open to candidates in USA. HealthStream is the leader in healthcare workforce solutions. The Tier 2 Customer Support Specialist will manage escalated customer support cases, advocate for customer needs, and collaborate with cross-functional teams to resolve issues effectively.

Responsibilities

• 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

Skills

• 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
• 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
• 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

Benefits

• Competitive Compensation & Bonuses
• Comprehensive Insurance Plans
• Mental and Physical Health Support
• Work-from-home flexibility
• Fitness Center Reimbursements
• Streaming Good time off for volunteering
• Wellness workshops
• Buddy Program for new HealthStreamers
• Collaborative work environment
• Career growth opportunities
• Continuous learning opportunities
• Inspiring workspaces to collaborate and connect with other HealthStreamers
• Free employee parking at our Resource Centers in Nashville and San Diego
• Flexibility and paid time off to support work-life integration for all employees
• Hybrid work environment
• Streaming Good volunteer day
• Company-sponsored onsite social events for development, connection, and celebration
• 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

Company Overview