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Senior Tier 2 Customer Support Specialist

Company: HealthStream
Location: Nashville
Posted on: April 10, 2021

Job Description:

The Senior 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.The Senior Tier 2 Customer Support Specialist serves as a mentor and advisor to others on the team as needed to resolve complex cases. ESSENTIAL DUTIES OR 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. Job Specifications A. KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED: * Experienced professional with a minimum of a bachelor's degree in healthcare, business, or technical field* Minimum 3 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 B. SKILLS 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 C. ABILITIES REQUIRED: * 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. 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

Keywords: HealthStream, Nashville , Senior Tier 2 Customer Support Specialist, Other , Nashville, Tennessee

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