Customer Support Specialist I

About The Role

As a Tier 1 Customer Support Specialist at HealthStream, you will serve as the frontline ambassador for our clients, providing exceptional customer service and technical support. This fully remote position is ideal for individuals passionate about healthcare technology and dedicated to delivering seamless customer experiences.

You will be responsible for assisting clients via phone, email, and chat, troubleshooting issues, and ensuring that their needs are met promptly and professionally. Your role will involve collaboration with internal teams to resolve technical problems, participate in testing new product features, and contribute valuable feedback for product enhancements. This position offers an excellent opportunity to develop your skills in customer support and healthcare technology, with the potential for career growth within the organization.

Qualifications

• Minimum of one year of experience in a technical help desk or support role.
• Bachelor’s degree in a related discipline preferred; practical experience may substitute.
• Practical knowledge of the healthcare industry is a plus.
• Exceptional verbal and written communication skills.
• Strong problem-solving abilities and ownership of customer issues.
• Ability to communicate technical information clearly to both technical and non-technical audiences.
• Active listening skills and empathetic customer advocacy.
• Familiarity with Microsoft operating systems, Salesforce, and Microsoft Teams.
• Basic understanding of SQL is advantageous.

Responsibilities

• Provide timely support to customers via phone, email, and chat, ensuring a positive experience.
• Diagnose and troubleshoot technical issues related to HealthStream products and services.
• Build and maintain strong relationships with clients, demonstrating professionalism and respect.
• Document and communicate technical problems clearly to internal development teams for resolution.
• Participate in testing new product features and releases, providing feedback for improvements.
• Identify opportunities for product enhancements based on customer feedback and data analysis.
• Collaborate cross-functionally to deliver seamless customer service and support initiatives.
• Maintain up-to-date knowledge of product offerings and industry trends to better assist clients.

Benefits

• Medical, Dental, and Vision insurance coverage.
• Paid Time Off and holiday leave.
• Parental leave options.
• 401(k) and Roth retirement plans.
• Flexible Spending Accounts and Health Savings Accounts.
• Life, Short-term, and Long-term Disability Insurance.
• Medical Bridge and Critical Illness Insurance.
• Identity Protection and Legal Assistance.
• Pet Insurance and Employee Assistance Program.
• Access to inspiring workspaces at Resource Centers (Nashville and San Diego) for in-person collaboration.
• Work-from-home flexibility and streaming volunteer days.

Equal Opportunity

We are committed to fostering an inclusive environment where all employees and applicants are treated with respect and dignity. We prohibit discrimination based on age, race, color, disability, national origin, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information, or any other protected characteristic under applicable law. We encourage individuals from diverse backgrounds to apply and join our team in shaping the future of healthcare.