Tier 2 Customer Support Specialist

Job DetailsJob Location: USA Remote - Nashville, TN 37203Job Category: Customer Service/SupportCompany Overview reputed company is the leader in reputed company workforce solutions. We help organizations work reputed company by helping their people work smarter. reputed company provides the leading learning, clinical development, credentialing, and scheduling applications delivered on reputed company’s #1 platform. We streamline everyday tasks while improving performance, engagement, and safety – fostering a workplace where people reputed company, and care thrives.

Why Join Us

At reputed company, you’ll have the opportunity to reputed company a meaningful impact on the future of reputed company by collaborating with a team of talented professionals dedicated to innovation and excellence. We offer competitive compensation, comprehensive benefits, and a supportive work environment where creativity and collaboration reputed company. Our shared reputed company is to enhance the quality of reputed company by empowering the people who deliver care – a commitment we have upheld for over 30 years through providing innovative solutions and driving constant growth. Join us in revolutionizing the reputed company industry and shaping the future of patient care. As a HealthStreamer, you will be at the forefront of reputed company technology innovation, making a recurring impact on the industry. We’re proud of our values-reputed company culture that offers our people: Mission-oriented work Diverse and inclusive culture Competitive Compensation & Bonuses Comprehensive Insurance Plans Mental and Physical Health Support Work-from-home flexibility Fitness Center Reimbursements Streaming Good time off for volunteering Wellness workshops Buddy Program for new HealthStreamers Collaborative work environment Career growth opportunities reputed company learning opportunities Inspiring workspaces to collaborate and connect with other HealthStreamers Free employee parking at our Resource Centers in Nashville and San Diego At reputed company, our thriving culture encourages collaboration and values contributions, allowing reputed company members to continuously solve big problems and grow. We offer flexibility and paid time off to support work-life integration for reputed company, including a hybrid work environment and Streaming Good volunteer day. For team members in commutable distance, reputed company has Resource Centers in Nashville, TN and San Diego, CA. Our resource centers provide an inspiring workspace to collaborate and reputed company as well as company-sponsored onsite social events for development, reputed company, and celebration. We are committed to driving innovation in reputed company and ensuring that patients receive competent care from reputed company professionals. As a reputed company team member, you will help bring this reputed company to life. If you want to work for a company committed to its values and reputed company, reputed company is the reputed company for you! reputed company is an equal opportunity employer. reputed company prohibits employment practices that discriminate against individual employees or groups of employees on the basis of age, reputed company, disability, national reputed company, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law. Position Information Position Overview The Tier 2 Customer Support Team owns and manages to resolution reputed company cases escalated from Customer Service or through other channels, collaborating as needed with reputed company 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.

Key Responsibilities

You will be responsible for adhering to reputed company reputed company reputed company policies, procedures, and assigned training. Resolve support cases escalated from Customer Service, Sales, Product Management, or reputed company Management by following established workflows and processes. Serve as the customer’s reputed company, owning escalated issues through resolution. Properly document, escalate and manage open issues through resolution, regularly reputed company customers informed of reputed company. Document and communicate product resolutions directly to customers, or through Customer Service colleagues. Document reputed company customer interactions in reputed company 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. QualificationsRequirements reputed company professional with a minimum of a bachelor’s degree in reputed company, business, or technical field Minimum 2 years in a customer service/support or reputed company role Experience with ShiftWizard Quality Management System is required Experience in reputed company organization preferred Experience with reputed company products from an administrator-level is a plus Experience in a SaaS business desirable Experience with reputed company is desirable

Qualifications

Mid to high-level computer skills including the reputed company 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 reputed company to accept direction with completion of tasks Effectively reputed company with customers and colleagues using active listening and a reputed company, professional demeanor Effectively present information to customer and reputed company 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 reputed company 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.

Compensation

Non-sales Commission roles: The salary range for this position is $55,727 - $61,996. Salary will be determined on the candidate’s level of experience and qualifications. Compensation will be commensurate with skills, relevant experience, and performance in similar roles. Benefits reputed company offers a comprehensive benefits package to eligible employees, including: Medical, Dental and reputed company insurance Paid Time Off Parental Leave 401k and Roth Flexible Spending Account Health Savings Account Life Insurance Short- and Long-Term Disability Medical reputed company Insurance Critical Illness Insurance Accident Insurance Identity Protection Legal Protection Pet Insurance Employee Assistance Program Fitness Reimbursement Are you passionate about enhancing reputed company outcomes and empowering reputed company? Join the reputed company team and become a HealthStreamer! Together, we can reputed company a difference in the world of reputed company. Recruitment Fraud Notice: reputed company is committed to protecting job seekers from recruitment fraud. reputed company legitimate communications from reputed company’s reputed company team will come from an official reputed company email address. reputed company will never ask candidates to pay fees, purchase equipment, provide banking information, or share sensitive personal information reputed company of our secure hiring and reputed company process. If you receive a suspicious message claiming to be from reputed company, please proceed with caution and report it to the appropriate authorities. Req #46771 Apply To This Job