Product Support Representative - Tier 1

4 days ago

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Raintree Systems

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The Most Powerful, Flexible EMR For Therapy and Rehab

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. • 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. • 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. • 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.). • Identify client needs quickly and successfully implement solutions.

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