Product Support Representative - Tier 1

3 days ago

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Raintree Systems

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Medical Record and Billing • Pediatric Therapy • Physical Therapy • Billing Services • Revenue Cycle

201 - 500

Description

• 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: 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/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 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.

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/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 (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