Job Details

Job Location
USA/Remote - Nashville, TN

Position Type
Full Time

Education Level
4 Year Degree

Travel Percentage
Negligible

Job Shift
Day

Job Category
Customer Service/Support

The Product Support Specialist (PSS) is a subject matter expert for an assigned portfolio of HealthStream products. The PSS provides ongoing product support to customers and internal cross-functional colleagues to ensure customer satisfaction, retention and revenue growth.

Working in partnership with the HealthStream solution lanes, product management and development, the PSS will provide voice of the customer input, and functional/prioritization recommendations for product enhancements and defect resolutions.

ESSENTIAL DUTIES OR RESPONSIBILITIES (The below listed duties are not all inclusive. This position must also perform other duties as assigned.):

• Provide phone, email, and chat support for multiple products; working closely with customers and with internal teams to efficiently resolve any issues that may come up.
• Troubleshoot and diagnose reported problems and work to understand and correct problems.
• Build strong relationships with your colleagues and with 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.

KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:

• Bachelors Degree preferred, or equivalent combination of education, training, and experience.
• 4+ years relevant work experience in a customer support role, ideally within the healthcare SaaS technology space
• Experiencing supporting web and mobile applications
• Live chat experience

SKILLS REQUIRED

• Extraordinary, charismatic phone presence; excellent written communication, and can relay information clearly, concisely and thoughtfully.
• Problem-solver, skilled in prioritization, and take ownership in the work that you do.
• Know your audience and can effectively communicate resolutions with both non-technical and technical customers.
• Natural ability to work through technical difficulties, determine the root issue, and provide resolution beyond the issue or question proposed.
• Make complex topics easily digestible by breaking them down into manageable parts.

ABILITIES REQUIRED

• Active listening skills and are an empathetic customer advocate.
• Insatiable curiosity for learning how things work.
• Working knowledge of Microsoft operating systems and are familiar with tools like Salesforce and Microsoft Teams. A basic understanding of SQL is a plus.
• Work schedule is expected to be an 8-hour schedule, providing coverage between 7 AM 7 PM Est, Monday through Friday or as per the shift hired. Weekends and holidays are for you to enjoy with friends and family. Apart from scheduled On-Call coverage; typically, a 1-2-week rotation quarterly.
• Team player working towards a common goal and you hold your colleagues to the same level of quality and elevated standards.

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