Associate Product Support Representative - Tier 1 - Remote

Overview

The Associate Product Support Representative plays a critical role in the overall client experience, often being the face of the company for users experiencing issues or questions with Raintree software. This role focuses on responsiveness, troubleshooting, problem-solving, case management, and client service/communication.

In Short

• Provide support, technical solutions, and basic how-to guidance to clients on Raintree's EMR platforms.
• Focus on developing knowledge in core domains (Practice Management, Clinical, or Billing/Financial).
• Provide exceptional customer service with a positive and respectful approach.
• Demonstrate communication skills through empathy and active listening.
• Utilize troubleshooting skills to isolate and recreate basic issues.
• Leverage tools for problem-solving, including documentation and screen sharing.
• Effectively manage case documentation and follow-up commitments.
• Identify client needs and implement solutions quickly.
• Participate in software upgrades and provide timely updates on high-priority issues.
• Contribute to knowledge base content and training materials.

Requirements

• Bachelor's degree or relevant experience.
• At least 2 years of software application support experience in a SaaS environment.
• High technical aptitude with a proven track record of outstanding client support.
• 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.
• Must be able to work on a Pacific Time Zone schedule.
• This position requires a HIPAA compliant environment.

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.