EMR Product Support Specialist — Tier 1 (Front Office)

Raintree Systems; Salt Lake City (UT); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Raintree Systems seeks an Associate Product Support Representative Tier 1 to serve as the face of our support for clients using Raintree EMR platforms. You’ll troubleshoot, respond quickly, and guide customers through basic solutions while documenting case details and escalating when needed.

Join a team that values urgency, clarity, and empathy; work in a hybrid setting with time zone alignment to PT. Previous healthcare IT exposure and a patient-first mindset are highly valued.

Qualifications

• Bachelor’s degree or relevant experience.
• At least 2 years of software application support in a SaaS environment.
• High technical aptitude.
• Proven track record of outstanding client support, troubleshooting and problem solving in a complex environment.
• Medical Practice / Patient Front Office 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).
• This position will require a HIPAA compliant environment. A controlled and dedicated workspace will be necessary to be successful.

Responsibilities

• 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 core domains (Practice Management or Clinical).
• Provide exceptional customer service – always remain positive and respectful, taking a phone-first approach.
• Demonstrate top-notch communication skills through empathy and active listening.
• 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 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.

Skills

Bachelor’s degree

2+ years SaaS support

Technical aptitude

Troubleshooting

Medical Front Office experience

Healthcare IT experience

EMR/EHR knowledge

Pacific Time Schedule

HIPAA compliance

Job description

Raintree Systems seeks an Associate Product Support Representative Tier 1 to serve as the face of our support for clients using Raintree EMR platforms. You’ll troubleshoot, respond quickly, and guide customers through basic solutions while documenting case details and escalating when needed.

Join a team that values urgency, clarity, and empathy; work in a hybrid setting with time zone alignment to PT. Previous healthcare IT exposure and a patient-first mindset are highly valued.