Raintree Systems · 1 month ago
Product Support Specialist - Tier II - *Internal Candidates Only*
United States
Full-time
Remote
Mid Level
3+ years expRaintree Systems is a leading platform for therapy provider organizations, offering innovative solutions tailored to the healthcare industry. The Product Support Specialist - Tier II role is crucial for enhancing client experience by providing advanced support and troubleshooting for complex issues related to the Raintree software platform.
Computer Software
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. This involves complex troubleshooting advanced product issues, answering advanced queries, and guiding customers through advanced problem-solving processes
Troubleshoot complex issues to determine their root causes. This may involve analyzing logs, examining user reports, leveraging test systems and collaborating with other individuals and teams to understand the underlying problems
Document all support interactions, including issues reported, troubleshooting steps taken, solutions provided, and any relevant details. This documentation serves as a knowledge base for future reference and can help improve support processes
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. At least 15% of your time should be spent assisting T1 beyond tackling escalated cases
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
Qualification
Required
Bachelor's degree or relevant experience
At least 3 years of software application support experience in a SaaS environment
At least 3 years of Raintree Software Support Experience
High technical aptitude
Proven track record of outstanding client support, troubleshooting and problems solving in a complex, technical environment
Excellent empathy/interpersonal communication skills
Possess strong technical capabilities and problem-solving abilities
Excellent written and verbal communication skills
Conflict management/resolution skills
Ability to explain complex technical issues in simple terms
Ability to identify client needs and implement solutions
Maintain product and SaaS/Healthcare IT industry standards and knowledge
Self starter who thrives in a remote centric, client first environment
Preferred
Medical/Clinical experience preferred
Previous SaaS or Healthcare IT company experience preferred
Working knowledge of EMR/EHR medical software applications is a plus
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.
201-500 employees
H1B Sponsorship
Raintree Systems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (3)
2020 (3)
Funding
Current Stage
Growth StageLeadership Team
Nick Hedges
Chief Executive Officer
Richard Welty
CEO
Recent News
2025-09-25
Company data provided by crunchbase