Job Description:
• 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.
• Adheres to all HealthStream security policies, procedures, and assigned training.
• Resolve support cases escalated from Customer Service, Sales, Product Management, or Success Management by following established workflows and processes.
• Serves as the customer’s advocate, owning escalated issues through resolution.
• Properly document, escalate and manage open issues through resolution, regularly keeping 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.
Requirements:
• 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 preferred
• 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:
• 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