Associate Product Support Representative - Tier 1

Summary

The job is for an Associate Product Support Representative at Raintree Systems, based in Phoenix, AZ or remotely in designated states. The role involves providing support to clients on Raintree's EMR platforms and ensuring exceptional customer service.

Requirements

• Bachelor’s degree or relevant experience
• At least 2 years of software application support experience in a SaaS environment
• High technical aptitude
• Proven track record of outstanding client support, troubleshooting and problems solving in a complex, technical environment

Responsibilities

• Provide support, technical solutions, and basic how-to guidance to clients on Raintree’s EMR platforms
• Focus your efforts on quickly developing your knowledge and skills in 1 of 3 core domains (Practice Management, Clinical or Billing/Financial)
• Provide exceptional customer service – always remain positive and respectful, taking a phone-first approach
• Demonstrate top-notch communication skills through empathy and active listening
• Demonstrate exceptional troubleshooting skills to isolate the cause of basic issues and steps to recreate the problem
• Expedite Problem-solving by leveraging all tools at your disposal (KB, documentation, screen sharing, test systems, etc.)
• Leverage critical thinking skills to aid with prioritization, independent decision making, and problem deconstruction abilities
• Effectively Manage your cases - Document, Document, Document. Set specific follow-up dates/times w/ the client and meet those commitments
• Identify client needs quickly and successfully implement solutions
• Close the required minimum number of client cases and follow-up on escalated issues
• Perform new Raintree software upgrades and related tasks as needed
• Provide timely updates to management on all high priority, high impact issues
• Identify common challenges and proactively inform ways to improve our product/processes
• Contribute to Raintree’s knowledge base content, documentation, and training materials

Preferred Qualifications

• Medical/Revenue Cycle Management experience preferred
• Previous SaaS or Healthcare IT company experience preferred

Benefits

• Remote Work/Work From Home
• Paid Time Off/11 Paid Holidays/Year-End Holiday Break
• Health, Dental, Vision, HSA/FSA
• 401K with Company Match
• Disability & Life Insurance
• Employee Assistance Program
• Paid Parental Leave