Account Support Specialist

With more than 3,000 healthcare clients, HealthcareSource is the leading provider of talent management solutions for the healthcare industry. The HealthcareSource Quality Talent SuiteSM helps healthcare organizations build a Patient-Centered WorkforceTM by selecting, aligning, continuously developing and retaining highly-engaged people.

The Account Support Specialist provides day to day assistance to our clients in the healthcare industry who are using our Performance Manager software to conduct their employee appraisals, manage competencies, and to deliver learning. The Account Support Specialist will respond to incoming client questions and requests by telephone, e-mail, live chat and through the online support portal while providing an overall high level of customer service. This position is located in our Woburn, MA headquarters and reports to our Manager of Support Services.

* Respond promptly and accurately to incoming client inquiries, escalating if needed to the appropriate resource(s) * Effectively and clearly document all questions, issues and requests in an internal ticketing system * Apply superior product knowledge in answering questions on functionality and best practices * Participate in the completion of client requests by testing customizations, workflows and integrations when possible * Provide ongoing product training as part of the resolution of tickets * Submit solutions to tickets to be published in the online knowledge base * Fully understand and assess client reported issues to determine prioritization * Provide continuous updates to clients on open items, ensuring proper follow up and steps to close tickets take place * Effectively manage both client expectations and HealthcareSource deliverables * Provide product feedback from listening to and observing client’s use of our products and/or services * Help test and evaluate new product enhancements and bug fixes prior to product releases * Works with Client Services Management team and Product Manager(s) to assure awareness, knowledge and prioritization of support requests * Provide a memorable experience with every customer contact, ensuring the professional handling of every service request * Learn, understand, maintain and contribute to internal support processes

* Bachelor's degree or equivalent experience is required * Human Resources experience or knowledge is required, preferably in the Healthcare industry * Knowledge of performance management process including employee appraisals, competencies and learning management * Client support experience is required, preferably in supporting web based software product(s) * Very strong overall computer skills required * Must be or become an expert in the use of HealthcareSource software * Strong problem solving skills * Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling in English * Extremely well organized and able to manage multiple tasks simultaneously, with frequent interruptions * Ability to communicate technical concepts in the most simple of terms to a non-technical audience * Ability to work effectively with difficult and/or demanding clients * Customer-centric, customer-focused, motivated by continuous improvement and knowledge-sharing **You are good at:** * Maintaining accurate records of your conversations * Making friends quickly * Working towards resolutions where everyone wins * Knowledge sharing * Multi-tasking **You are amazing at:** * Supporting others * Building trustworthy relationships * Paying attention to the little things * Being organized * Learning new things * Solving problems * Teaching your mom how to use Facebook **You probably have:** * Human Resources experience or Healthcare industry knowledge * Knowledge of performance management process * Client support experience * Strong computer skills * Excellent written and verbal communication skills * A positive attitude * Bachelor’s degree or equivalent experience