Note: The job is a remote job and is open to candidates in USA. HealthStream is the leader in healthcare workforce solutions, committed to enhancing the quality of healthcare. The Tier 2 Customer Support Specialist will manage escalated support cases, advocate for customers, and collaborate with cross-functional teams to ensure timely resolutions.
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