Product Support Representative - Tier 1 (SaaS/Healthcare/Patient)

Associate Product Support Representative - Tier 1 (Patient/Front Office Domain)

Location: Greater Phoenix, AZ

Department: Customer Support

An Associate Product Support Representative plays a critical role in the overall client experience.  This person is often the face of the company for users experiencing issues or questions with Raintree software.  Great support is about earning trust through urgency, consistency, follow-through, and the delivery of high-quality answers.  Responsibilities of the role focus on responsiveness, troubleshooting, problem-solving, case management, and client service/communication.   They will work closely with clients and other support team members to efficiently identify and solve basic issues.  The ideal candidate is skilled at troubleshooting/problem-solving, has a curiosity to learn, and can juggle multiple priorities while putting the client’s needs first. Role responsibilities include but are not limited to the following:

Duties and 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/RCM)
• 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.

Position Proficiencies and 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
• Medical Practice / Patient Front Office experience preferred
• Previous SaaS or Healthcare IT company experience preferred
• Working knowledge of EMR/EHR medical software applications is a plus
• 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.

Our Perks

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