
Product Support Representative - Tier 1

Raintree Systems
Summary
Join Raintree, a leader in therapy technology, as an Associate Product Support Representative! This remote position (Austin/Houston/Dallas, TX) offers a chance to make a real impact. You'll be the primary point of contact for clients, providing technical solutions and exceptional customer service for Raintree's EMR platforms. Success requires strong troubleshooting, problem-solving, and communication skills. The ideal candidate possesses a Bachelor's degree or equivalent experience and at least two years of SaaS application support. This role demands a client-first approach, meticulous case management, and proactive problem identification. Embrace the opportunity to shape the future of therapy technology and advance your career with Raintree!
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
Share this job:
Similar Remote Jobs



