Tier 2 Customer Support Specialist

Tier 2 Customer Support Specialist USA Remote - Nashville, TN 37203 Job Description HealthStream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter. HealthStream provides the 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. 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 competitive compensation, comprehensive benefits, and a supportive work environment where creativity and collaboration thrive. Our shared vision is to enhance the quality of healthcare by empowering the people who deliver care a commitment we have upheld for over 30 years through providing innovative solutions and driving constant growth. Join us in revolutionizing the healthcare industry and shaping the future of patient care. As a HealthStreamer, you will be at the forefront of healthcare technology innovation, making a recurring impact on the industry. We're proud of our values-forward culture that offers our people: Mission-oriented work Diverse and inclusive culture 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 At HealthStream, our thriving culture encourages collaboration and values contributions, allowing our team members to continuously solve big problems and grow. We offer flexibility and paid time off to support work-life integration for all employees, including a hybrid work environment and Streaming Good volunteer day. For team members in commutable distance, HealthStream has Resource Centers in Nashville, TN and San Diego, CA. Our resource centers provide an inspiring workspace to collaborate and recharge as well as company-sponsored onsite social events for development, connection, and celebration. We are committed to driving innovation in healthcare and ensuring that patients receive competent care from qualified professionals. As a HealthStream team member, you will help bring this vision to life. If you want to work for a company committed to its values and vision, HealthStream is the place for you! HealthStream is an equal opportunity employer. HealthStream prohibits employment practices that discriminate against individual employees or groups of employees on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law. Position Information Position Overview The Tier 2 Customer Support Team owns and manages to resolution all cases escalated from Customer Service or through other channels, collaborating as needed with HealthStream cross-functional teams and vendor partners. Advocates for the customer to find timely resolution to issues, enlisting the assistance of other teams or management as needed. Key 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. Qualifications Requirements 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 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 Qualifications 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. Compensation The salary range for this position is $55,727 - $61,996. Salary will be determined on the candidate's level of experience and qualifications. Compensation will be commensurate with skills, relevant experience, and performance in similar roles. Benefits 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 Are you passionate about enhancing healthcare outcomes and empowering healthcare professionals? Join the HealthStream team and become a HealthStreamer! Together, we can make a difference in the world of healthcare. Recruitment Fraud Notice: HealthStream is committed to protecting job seekers from recruitment fraud. All legitimate communications from HealthStream's Talent Acquisition team will come from an official HealthStream email address. HealthStream will never ask candidates to pay fees, purchase equipment, provide banking information, or share sensitive personal information outside of our secure hiring and onboarding process. If you receive a suspicious message claiming to be from HealthStream, please proceed with caution and report it to the appropriate authorities.