Tier 1 Customer Support Specialist

Company 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.

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.

• 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
• Volunteer time off
• 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
• Free employee parking at our Resource Centers in Nashville and San Diego

You will provide exceptional customer service and product support and have a significant role in the overall customer experience. As a Tier 1 Customer Support Specialist I, you will be the face of Health Stream and will become our clients’ biggest advocate! You will understand the ins and outs of Health Stream products and you will delight clients with your wealth of knowledge and unwavering positivity.

You will also develop skills for your individual career path based on your interests—whether this lies within Customer Service or in another department within the company.

• Provide phone, email, and chat support; work closely with customers and internal teams to efficiently resolve any issues.
• Troubleshoot and diagnose reported problems and work to understand and correct issues.
• Build strong relationships with colleagues and customers, communicating in a timely, professional, and respectful manner.
• Identify, test, and verify issues, providing the development team with clear documentation.
• Provide an uncomplicated and seamless customer experience by collaborating cross‑functionally on customer‑focused initiatives.
• Participate in testing new features and releases.
• Suggest recommendations for product enhancements utilizing data and customer feedback.

• At least one year of experience in a technical help desk or technical support role.
• Bachelor’s degree in a related discipline preferred; education requirements may be waived based on practical experience.
• Practical knowledge of the healthcare industry a definite plus.
• Extraordinary, charismatic phone presence; excellent written communication, and can relay information clearly, concisely and thoughtfully.
• Problem‑solver, skilled in prioritization, and takes ownership of the work.
• Can effectively communicate resolutions with both non‑technical and technical customers.
• Can work through technical difficulties, determine root issues, and provide resolution beyond the issue or question proposed.
• Can make complex topics easily digestible by breaking them down into manageable parts.
• Displays active listening skills and is an empathetic customer advocate.
• Has an insatiable curiosity for learning how things work.
• Knowledge of Microsoft operating systems and familiar with tools like Salesforce and Microsoft Teams; basic understanding of SQL is a plus.
• Can work a flexible 8‑hour schedule, providing coverage…