Raintree Systems is hiring a
Product Support Specialist

Summary

The job is for a Product Support Specialist - Tier II role at Raintree Systems. The role involves providing advanced support to clients, troubleshooting complex issues, maintaining a knowledge base, and collaborating with peers. The ideal candidate should have relevant experience, high technical aptitude, excellent communication skills, and conflict management skills.

Requirements

• Bachelor’s degree or relevant experience
• At least 5 years of software application support experience in a SaaS environment
• At least 3 years of Raintree Software Support Experience

Responsibilities

• Maintain an advanced understanding of the Therapy industry, common terms, practices, and the different roles within a practice
• Cultivate and maintain an advanced understanding of the Company, Raintree's products and services and what needs they serve within the industry
• Demonstrate the expanded knowledge and skills needed to independently support complex questions within the Clinical domain of the product (additional domains are a plus)
• Consistently deliver timely and effective support across all channels
• Troubleshoot complex issues to determine their root causes
• Document all support interactions, including issues reported, troubleshooting steps taken, solutions provided, and any relevant details
• Take an active role in creating, editing and maintaining a robust knowledge base to drive Tier 1 performance as well as assist client in resolving their issues/questions independently
• Support and collaborate with peers. Provide guidance to Tier 1s and proactively suggest ideas for optimizing support processes and workflows
• Strive to always do right by the customer and avoid the temptation to take the easy path and do things like cold transferring a client and/or case or telling a client to call someone else. Resolve Raintree Software’s complex issues with a positive and professional approach in answering inquiries, in-bound calls and emails

Preferred Qualifications

• Medical/Clinical 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
• WFH Supply Budget