Product Support Representative - Tier 1

Summary

Join Raintree Systems as an Associate Product Support Representative and play a critical role in providing exceptional client support for our Raintree software. You will be the primary point of contact for users experiencing issues, troubleshooting problems, and providing technical solutions. This role requires strong communication, problem-solving, and technical skills, along with a client-first approach. Responsibilities include case management, knowledge base contribution, and ensuring data security. The ideal candidate possesses a Bachelor's degree or relevant experience, at least two years of software application support experience in a SaaS environment, and a proven track record of outstanding client support. This remote position offers a competitive benefits package, including paid time off, health insurance, retirement plan, and more.

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
• Must be able to work on a Pacific Time Zone schedule (8am-5pm PT preferred)
• This position will require a HIPAA compliant environment. A controlled and dedicated workspace will be necessary to be successful

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.  Use these skills to help gather relevant information and validate to remove ambiguity
• 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
• Leverage priority and aging to guide follow-ups and when issues should be escalated
• 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
• Link knowledge articles used to resolve issues to all relevant cases
• Ensure compliance with company policies, maintaining data security and confidentiality
• Client first - own it and figure it out internally.  Avoid transferring customers, calls or cases
• Beyond great service, your job is to be a top notch Raintree troubleshooter/problem solver

Preferred Qualifications

• Medical/Revenue Cycle Management experience preferred
• Previous SaaS or Healthcare IT company experience preferred
• Working knowledge of EMR/EHR medical software applications is a plus

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