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 EMR platforms. This fully remote position (in designated states) requires strong troubleshooting and problem-solving skills, excellent communication, and a client-first approach. You will provide technical solutions, how-to guidance, and manage client cases, ensuring timely resolution and documentation. The ideal candidate possesses a Bachelor's degree or relevant experience, at least two years of software application support in a SaaS environment, and a proven track record of outstanding client support. This role offers a competitive benefits package, including remote work, paid time off, health insurance, 401k matching, and paid parental leave.

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