Tier 2 Customer Support Specialist

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

About the Role

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

Responsibilities

• Adhere to all HealthStream security policies, procedures, and assigned training.
• Provide phone and email support; work closely with clients and internal teams to efficiently resolve issues related to CredentialStream.
• Troubleshoot and diagnose advanced issues escalated by Tier 1 teams.
• Build strong relationships with colleagues and 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.
• Ensure department goals are met.
• Perform other duties as assigned.

Requirements

• Minimum of a bachelor’s degree in healthcare, business, or a technical field.
• Minimum 2 years of experience in a customer service/support or related role.
• Experience in a healthcare organization.
• Experience with HealthStream products from an administrator-level is a plus.
• Experience in a SaaS business is desirable.
• Experience with Salesforce is desirable.

Qualifications

• Mid to high-level computer skills, including proficiency in the Microsoft Office suite.
• Excellent verbal and written communication skills.
• Technical acumen to develop an in-depth understanding of assigned products/solutions.
• Ability to function independently and use critical thinking to analyze and resolve customer challenges.
• Excellent analytical and problem-solving abilities; highly self-motivated and independent while accepting direction for task completion.
• Effectively interface with customers and colleagues using active listening and a calm, professional demeanor.
• Ability to present information clearly to customers and internal stakeholders.
• Collaborate as part of a team to optimize solutions and ensure seamless delivery.
• Adapt to changes in strategy or approach in a fast-paced, innovative environment.
• Willingness to learn a variety of HealthStream platforms and products and commit to ongoing learning to maintain competence.
• Travel up to 15%, including overnight stays as needed to meet customer and internal company needs.

Pay

The salary range for this position is $55,727 - $75,000. Salary will be determined based on the candidate’s level of experience and qualifications.

Benefits

• Medical, Dental, and Vision insurance
• Paid Time Off
• Parental Leave
• 401k and Roth options
• 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