Customer Support Specialist - VerityStream at Healthstream Inc. in San Diego, California

Job Description:

You’ll provide exceptional product support and have a significant role in the overall customer experience. As a Customer Support Specialist, you’ll be the face of VerityStream and become our clients’ biggest advocate! You’ll understand the ins and outs of our products and delight clients with your wealth of knowledge and unwavering positivity. You’ll also have the opportunity to develop skills for your individual career path based on your interests--whether this lies within customer support or in another department within the company. 

*This position can sit in Boulder or San Diego*

ESSENTIAL DUTIES OR RESPONSIBILITIES – 

• Provide phone, email, video chat support; working closely with clients and with internal teams to efficiently resolve any issues that may come up.


• Troubleshoot and diagnose reported product issues and work to understand and correct these or discover educational opportunities.


• Build strong relationships with your colleagues and with clients, communicating in a timely, professional and respectful manner.


• Identify, test and verify uncovered bugs, providing the development team will clear documentation.


• Provide an uncomplicated and seamless customer experience by collaborating cross-functionally on customer focused initiatives.


• Participate in testing new features and releases.


• Suggest recommendations for product enhancements utilizing data in addition to customer feedback.

KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:

• You have at least one year of experience in customer-facing roles.


• You have obtained a bachelor’s degree, preferably in a related discipline.

SKILLS REQUIRED:

• You have an extraordinary, charismatic phone presence; excellent written communication and can relay information clearly, concisely and thoughtfully.


• You are an entrusted problem-solver, a skilled prioritizer and take ownership in the work that you do.


• You know your audience and have the ability effectively communicate resolutions with both non-technical and technical customers.


• You have a natural ability to work through technical difficulties, determine the root issue, and provide resolution beyond the issue or question proposed.


• You are able to take complex topics and make these easily digestible. 

3. ABILITIES REQUIRED:

• You are clever, optimistic and ineffably empathetic.


• You have an insatiable curiosity for learning how things work.


• You have a hardworking and autonomous mentality


• A basic understanding of SQL is a bonus.


• You are able to work a flexible schedule Monday through Friday. Weekends and holidays are for you to enjoy with friends and family.


• You are a team player working towards to a common goal and uphold your colleagues to the same level of quality and elevated standards.


• You may not always have the answer, however, you are willing to go above and beyond to find a solution for a customer or provide a clear understanding of the steps we are taking.

Compensation

Our compensation package includes an hourly rate of $21.63 as well as a performance incentive bonus.

Benefits

HealthStream offers a comprehensive benefits package to eligible employees, including:

• 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

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