Raintree Systems is hiring a
Product Support Representative

Summary

The job is for an Associate Product Support Representative at Raintree Systems. The role involves providing support to clients on Raintree's EMR platforms, ensuring exceptional customer service, and working in a remote environment. The ideal candidate should have relevant experience, high technical aptitude, and proven client support skills.

Requirements

• Bachelor’s degree or relevant experience
• At least 2 years of software application support experience in a SaaS 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
• 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. Do what is right, and don’t let your cases get stale
• 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

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