EMR Product Support Specialist - Tier 1 (Hybrid)

Raintree Systems

Dallas (TX)

Hybrid

USD 52,000 - 74,000

Full time

8 days ago

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Job summary

Raintree Systems is seeking an Associate Product Support Representative - Tier 1 to assist users with EHR/Patient/Front Office issues. This role will be based in a home-office setting with hybrid in Phoenix, AZ, and may involve work with ideal remote locations across the US.

The position requires a bachelor’s degree or equivalent experience, 2+ years in SaaS support, and the ability to work Pacific Time hours.

Qualifications

Bachelor’s degree or relevant experience.
2+ years of software application support experience in SaaS.
High technical aptitude.
Medical Practice / Patient Front Office experience preferred.
Must be able to work on a Pacific Time Zone schedule (8am-5pm PT preferred).
HIPAA compliant environment and dedicated workspace required.

Responsibilities

Provide support, technical solutions, and basic how-to guidance to clients on Raintree’s EMR platforms.
Focus knowledge development in core domains (Practice Management or Clinical).
Provide exceptional customer service with a phone-first approach.
Demonstrate empathy and active listening to gather information and resolve issues.
Troubleshoot to isolate causes of basic issues and steps to reproduce problems.
Use KB, documentation, screen sharing, test systems to expedite problem-solving.
Document and manage cases with follow-up dates and escalation when needed.
Upgrade Raintree software and related tasks.
Contribute to knowledge base content and training materials.