Product Support Representative - Tier 1 (RCM/Billing/Healthcare) - 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 position 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.
• Develop knowledge and skills in core domains (Practice Management, Clinical or Billing/Financial).
• Deliver exceptional customer service with a phone-first approach.
• Utilize communication skills to gather information and validate issues.
• Demonstrate troubleshooting skills to isolate and recreate basic issues.
• Manage cases effectively and document all interactions.
• Identify client needs quickly and implement solutions.
• Contribute to knowledge base content and documentation.
• Ensure compliance with company policies and maintain data security.
• Work within a HIPAA compliant environment.

Requirements

• Bachelor's degree or relevant experience.
• At least 2 years of software application support experience in a SaaS environment.
• High technical aptitude and proven client support skills.
• Preferred experience in Medical/Revenue Cycle Management.
• Knowledge of EMR/EHR medical software applications is a plus.
• Must work on a Pacific Time Zone schedule (8am-5pm PT 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.