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Raintree Systems · 2 months ago

Product Support Representative - Tier 1 (SaaS/Clinical/Front Office/EMR)

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Raintree Systems is a leader in therapy technology, seeking a Product Support Representative to enhance client experiences with their software. The role involves providing technical support, troubleshooting issues, and ensuring excellent customer service for users of Raintree's EMR platforms.

Computer Software

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

Qualification

SaaS support experienceTroubleshooting skillsClient supportEMR/EHR knowledgeMedical/Revenue Cycle ManagementCase managementCommunication skillsCritical thinkingProblem-solving

Required

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

Preferred

Medical/Revenue Cycle Management experience

Previous SaaS or Healthcare IT company experience

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.

Company

Raintree Systems

Raintree is the rehabilitation and physical therapy software of choice for enterprise and large therapy provider organizations, managing more than 50 million patient visits annually across 8,500+ therapy clinics nationwide.

Founded in 1983

Chandler, Arizona, US

201-500 employees