Tier 1 Customer Support Specialist I

HealthStream is the leader in healthcare workforce solutions, helping organizations work better by empowering their people with leading learning, clinical development, credentialing, and scheduling applications delivered on healthcare’s #1 platform. We streamline everyday tasks while improving performance, engagement, and safety—fostering a workplace where people flourish and care thrives.

Why Join Us

At HealthStream, you’ll have the opportunity to make a meaningful impact on the future of healthcare by collaborating with a team of talented professionals dedicated to innovation and excellence. We offer a values-forward culture that encourages collaboration, career growth, and work-life integration. As a HealthStreamer, you will be at the forefront of healthcare technology innovation, contributing to a mission of enhancing patient care through qualified professionals.

• Mission-oriented work
• Diverse and inclusive culture
• Competitive compensation and bonuses
• Comprehensive insurance plans (medical, dental, vision)
• Mental and physical health support
• Work-from-home flexibility and hybrid work environment
• Fitness center reimbursements
• Streaming Good volunteer time off
• Wellness workshops and buddy program for new hires
• Collaborative work environment with career growth opportunities
• Continuous learning opportunities
• Inspiring workspaces at Resource Centers in Nashville, TN, and San Diego, CA
• Free employee parking at Resource Centers
• Paid time off and parental leave
• 401k and Roth retirement options
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• Life, disability, critical illness, and accident insurance
• Identity and legal protection
• Pet insurance and Employee Assistance Program
• Fitness reimbursement

About the Role

As a Tier 1 Customer Support Specialist I, you will provide exceptional customer service and product support, serving as the face of HealthStream and advocating for our clients. You will develop a deep understanding of HealthStream products and use your knowledge to delight customers with unwavering positivity. This role also offers opportunities to explore career paths within Customer Service or other departments based on your interests.

Responsibilities

• Adhere to all HealthStream security policies, procedures, and assigned training.
• Provide phone, email, and chat support, working closely with customers and internal teams to resolve issues efficiently.
• Troubleshoot and diagnose reported problems, identifying root causes and corrective actions.
• Build strong relationships with colleagues and customers through timely, professional, and respectful communication.
• Identify, test, and verify issues, providing clear documentation to the development team.
• Collaborate cross-functionally to deliver a seamless customer experience and support customer-focused initiatives.
• Participate in testing new features and releases.
• Suggest product enhancements based on data and customer feedback.

Requirements

• 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 (may be waived based on practical experience).
• Practical knowledge of the healthcare industry is a plus.
• Extraordinary, charismatic phone presence and excellent written communication skills.
• Strong problem-solving and prioritization skills with a sense of ownership.
• Ability to communicate effectively with both non-technical and technical audiences.
• Natural ability to diagnose technical issues, determine root causes, and provide resolutions.
• Skill in breaking down complex topics into digestible parts.
• Active listening skills and empathetic customer advocacy.
• Insatiable curiosity for learning how things work.
• Working knowledge of Microsoft operating systems and familiarity with tools like Salesforce and Microsoft Teams.
• Basic understanding of SQL is a plus.
• Ability to work a flexible 8-hour schedule between 7 AM – 7 PM CST, Monday through Friday (weekends and holidays off).
• Team-oriented mindset with a commitment to quality and elevated standards.
• Willingness to go above and beyond to find solutions for customers or clarify next steps.

Pay

The salary range for this position is $19.47 - $20.67 per hour, determined based on the candidate’s level of experience and qualifications.

Benefits

• Medical, dental, and vision insurance
• Paid Time Off and parental leave
• 401k and Roth retirement options
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• Life, short-term, and long-term disability insurance
• Medical Bridge, critical illness, and accident insurance
• Identity and legal protection
• Pet insurance
• Employee Assistance Program
• Fitness reimbursement