Tier 2 Customer Support Specialist

HealthStream

Customer Support Specialist managing escalated support for HealthStream's healthcare products. Advocating for customers and ensuring timely issue resolution while collaborating with cross-functional teams.

Posted 7/24/2026full-timeRemote • Tennessee • 🇺🇸 United StatesJuniorMid-Level💰 $55,727 - $61,996 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support within healthcare organizations, with a strong focus on effective communication, problem-solving, and relationship-building. Proficient in utilizing HealthStream products and SaaS solutions to enhance customer experience and achieve departmental goals.

Highest-signal resume keywords

Customer Support ExperienceHealthStream Product KnowledgeSaaS Business ExperienceSalesforce ProficiencyAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceTechnical AcumenMicrosoft Office SuiteCase Closure Quota AchievementFeature Testing

Soft Skills

Excellent Communication SkillsCritical ThinkingActive ListeningProfessional DemeanorTeam Collaboration

Tools & Technologies

CredentialStreamHealthStream PlatformsSalesforce

Industry Keywords

Healthcare OrganizationCustomer ExperienceSaaSProduct Support

About the role

Key responsibilities & impact

Provide exceptional product support and have a significant role in the overall customer experience
Support CredentialStream, an online credentialing application
Be an escalation point for the Tier 1 team
Help resolve issues and achieve case closure quota
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
Ensure department goals are met
Other duties as assigned

Requirements

What you’ll need

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
Experience with HealthStream products from an administrator-level is a plus
Experience in a SaaS business desirable
Experience with Salesforce is desirable
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.

Benefits

Comp & perks

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