Position Status:Full TIme

Location:Nashville, TN

HealthStream is a leading provider of research, learning, and performance management solutions for the healthcare industry. HealthStream focuses on turning "Insight into Action" for leading healthcare providers and suppliers through continuous measurement and adaptive learning. Our vision is, "To improve the quality of healthcare by assessing and developing the people that deliver care."
 
 
POSITION SUMMARY
 
 
The Customer Service Specialist will provide technical and general operational assistance to customers needing support for our many hours of courseware on the platform. These content products include HeartCode, Neonatal Resucsitation Program, ICD-10 and many others. The channels of support include phone, e-mail, and chat. Additionally, this position will be responsible for monitoring and moderating the HealthStream Community support forums. This position serves as a point of escalation for any issues that cannot be resolved in our Tier 1 Customer Service or Content Support teams. They will be responsible for assisting in creation and refinement of support documentation. Will work with Content Operations, Site Operations, and Product Management in the prompt resolution of issues.
 
 
 
ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Answer incoming customer service calls, e-mails, chats. Monitor HealthStream Community Support forums.
  • Escalate advanced customer inquiries or system administrator issues to Manager of Content Support, Director of Content Operations
  • Properly document all customer interaction in CRM support tool.
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
 
A. KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED
  • College degree preferred. High school diploma or general education degree (GED);
  • 1-3 years customer service experience in a call center environment, including 1-3 years of technical troubleshooting experience.
  • Must have an aptitude for technical issues.
 
 
B. SKILLS REQUIRED
  • Requires the ability to create professional e-mails.
  • Excellent communication and organizational skills.
 
 C. ABILITIES REQUIRED
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  
  • Ability to deal with problems involving several concrete variables in standardized situations.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  
  • Ability to compute rate, ratio, and percent and to draw and interpret graphs.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  
  • Ability to write routine reports and correspondence.  
  • Ability to speak effectively before groups of customers or employees and organization.
 
 
PHYSICAL DEMANDS
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  
  • While performing the duties of this job the employee is frequently required to sit for long periods of time; use hands to handle or feel; reach with hands and arms; talk or hear.  
  • The employee is occasionally required to stand; walk; stoop; kneel, crouch, or crawl.  
  • No special vision requirements.
 
 
WORK  ENVIRONMENT
  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  
  • The noise level in the work environment is usually moderate.