Product Support Representative

Associate Product Support Representative - Tier I

Phoenix, AZ (hybrid, 3 days/week in office)Department: Client Support

An Associate Product Support Representative - Tier I (APSR) 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. APSRs 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 platformsFocus 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 Problems 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 solutionsClose the required minimum number of client cases and follow-up on escalated issuesPerform new Raintree software upgrades and related tasks as neededProvide timely updates to management on all high priority, high impact issuesIdentify common challenges and proactively inform ways to improve our product/processesContribute to Raintree’s knowledge base content, documentation, and training materialsLink knowledge articles used to resolve issues to all relevant casesEnsure 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 experienceAt least 2 years of software application support experience in a SaaS environmentHigh technical aptitudeProven track record of outstanding client support, troubleshooting and problems solving in a complex, technical environmentMedical/Revenue Cycle Management experience preferredPrevious SaaS or Healthcare IT company experience preferredWorking knowledge of EMR/EHR medical software applications is a plusMust 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.

Competencies to Drive Success

Excellent empathy/interpersonal communication skillsPossess strong technical capabilities and problem-solving abilitiesExcellent written and verbal communication skillsConflict management/resolution skillsAbility to explain complex technical issues in simple termsAbility to identify client needs and implement solutions Maintain product and SaaS/Healthcare IT industry standards and knowledgeSelf starter who thrives in a remote centric, client first environment

Our Core ValuesWe put our Clients First - We are Open and Honest - We are Disciplined, Yet FlexibleWe love to Solve Problems - We are Committed to Greatness - We are a High Performance Team

About Us

Work with a World-Class Healthcare Team. Raintree Systems is the leading provider of both efficiency tools and engagement features that are built to manage ALL aspects of the healthcare industry. By way of high-level automation, intuitive analytics and simplified reporting, our platform eases practice staff's workload and optimizes business operations. Our team of Rainees is built on expertise in their respective areas with a core understanding of teamwork and collaboration. Plus, our Rainees have an enthusiasm for excellence, growth, and continuous improvement in our process and the ways in which we support our valued clients. If you align with our company values and seek to join a team of friendly and passionate people who are dedicated to excellence, Raintree may be the perfect fit for you!

Our PerksRemote Work/Work From HomePaid Time Off/11 Paid Holidays/Year-End Holiday BreakHealth, Dental, Vision, HSA/FSA401K with Company MatchDisability & Life InsuranceEmployee Assistance ProgramPaid Parental Leave

Raintree Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.