Hybrid EHR Product Support Specialist

Raintree Systems; Chicago (IL); Hybrid; USD 50,000 - 70,000; Full time

Job summary

Raintree Systems is seeking an Associate Product Support Representative - Tier 1 to join our Client Support team. This hybrid role is based with a Phoenix, AZ home office and involves in-office days, providing timely, accurate assistance for EHR/Patient/Front Office modules.

The role emphasizes troubleshooting, case management, and delivering high-quality customer service while protecting data security and HIPAA compliance.

Qualifications

• Bachelor’s degree or relevant experience.
• At least 2 years of software application support experience in a SaaS environment.
• High technical aptitude and proven troubleshooting and problem-solving skills.
• Working knowledge of EMR/EHR medical software applications is a plus.
• HIPAA compliant environment and Pacific Time Zone schedule (8am-5pm PT preferred).

Responsibilities

• Provide support, technical solutions, and basic how-to guidance to clients on Raintree’s EMR platforms.
• Develop knowledge in core domains (Practice Management or Clinical).
• Provide exceptional customer service with a phone-first approach and empathetic communication.
• Demonstrate troubleshooting skills to isolate causes of basic issues and reproduce steps.
• Document and manage cases with follow-up dates and timely updates to clients.
• Perform Raintree software upgrades and related tasks as needed.
• Contribute to knowledge base content, documentation, and training materials.
• Ensure compliance with company policies and data security.

Skills

Technical aptitude

Troubleshooting

Client support

Problem solving

EMR/EHR knowledge

Education

Bachelor’s degree or relevant experience

Tools

EMR/EHR software

Job description

Raintree Systems is seeking an Associate Product Support Representative - Tier 1 to join our Client Support team. This hybrid role is based with a Phoenix, AZ home office and involves in-office days, providing timely, accurate assistance for EHR/Patient/Front Office modules.

The role emphasizes troubleshooting, case management, and delivering high-quality customer service while protecting data security and HIPAA compliance.