Tier 2 Customer Support Specialist

Overview

Health Stream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter. Health Stream 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. Why Join Us: at Health Stream, 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 Health Streamer, 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 a: 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 Health Streamers, collaborative work environment, career growth opportunities, continuous learning opportunities, inspiring work spaces to collaborate and connect with other Health Streamers.

For team members in commutable distance, Health Stream 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 Health Stream team member, you will help bring this vision to life. If you want to work for a company committed to its values and vision, Health Stream is the place for you!

Position Overview

You'll provide exceptional product support and have a significant role in the overall customer experience. As a Tier 2 Customer Support Specialist, your primary focus will be to support Credential Stream, an online credentialing application. You'll be an escalation point for the Tier 1 team, as well as a support expert in one or more of our legacy platforms while achieving case closure quota, case aging quota, and auditing quota.

Your colleagues will look to you to provide guidance on CS cases and proper messaging with clients.

• Adhere to all Health Stream security policies, procedures, and assigned training.
• Provide phone and email support; work closely with clients and internal teams to resolve issues for Credential Stream.
• Troubleshoot and diagnose advanced issues as 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.
• Maintain an active role in ensuring department goals are met.
• Other duties as assigned.

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

The salary range for this position is $55,727. 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.

• 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
• Identity Protection
• Legal Protection
• Pet Insurance
• Employee Assistance Program
• Fitness Reimbursement

Are you passionate about enhancing healthcare outcomes and empowering healthcare professionals? Join the Health Stream team and become a Health Streamer! Together, we can make a difference in the world of healthcare.