Product Support Representative - Tier 1

Raintree Systems; Phoenix (AZ); Remote; USD 50,000 - 65,000; Full time

Job summary

Join a leading therapy technology company as an Associate Product Support Representative. In this role, you will be the face of Raintree for clients, providing essential support and solutions for our EMR platforms. Your skills in troubleshooting, communication, and client service will be crucial as you manage cases, document interactions, and ensure client satisfaction. Work remotely while contributing to a high-performance team dedicated to improving therapy technology and client experiences.

Benefits

Remote Work/Work From Home

Paid Time Off

Health, Dental, Vision, HSA/FSA

401K with Company Match

Disability & Life Insurance

Employee Assistance Program

Paid Parental Leave

Qualifications

• At least 2 years of software application support experience in a SaaS environment.
• Proven track record of outstanding client support in a complex technical environment.

Responsibilities

• Provide support and technical solutions to clients on Raintree’s EMR platforms.
• Demonstrate exceptional troubleshooting skills to isolate basic issues.
• Manage cases effectively and document all interactions.

Skills

Troubleshooting

Problem Solving

Communication

Client Service

Education

Bachelor’s degree

Job description

Associate Product Support Representative

Location: Phoenix, AZ / Remote

Department: Customer Support

At Raintree, we’re not just shaping the future of therapy technology – we’re creating it. This is your chance to be part of something bigger, where your career will have game-changing, career-defining moments that propel you to new heights. We aim to be the best place for the best people, and we’re looking for ambitious, creative thinkers ready to make an impact. Whether you’re advancing AI solutions or enhancing user experiences, your work here will shape the future of therapy technology while advancing your career alongside dedicated professionals who are as committed to your success as you are. At Raintree, your ideas drive real change, your growth is limitless, and the work you do will touch millions of lives. Ready to ignite your career and leave a lasting legacy? Join us and be part of something extraordinary.

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:

Duties and Responsibilities

1. Provide support, technical solutions, and basic how-to guidance to clients on Raintree’s EMR platforms
2. Focus your efforts on quickly developing your knowledge and skills in 1 of 3 core domains (Practice Management, Clinical or Billing/Financial)
3. Provide exceptional customer service – always remain positive and respectful, taking a phone-first approach
4. Demonstrate top-notch communication skills through empathy and active listening. Use these skills to help gather relevant information and validate to remove ambiguity
5. Demonstrate exceptional troubleshooting skills to isolate the cause of basic issues and steps to recreate the problem.
6. Expedite Problem-solving by leveraging all tools at your disposal (KB, documentation, screen sharing, test systems, etc.)
7. Leverage critical thinking skills to aid with prioritization, independent decision making, and problem deconstruction abilities.
8. 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.
9. Leverage priority and aging to guide follow-ups and when issues should be escalated
10. Identify client needs quickly and successfully implement solutions
11. Close the required minimum number of client cases and follow-up on escalated issues
12. Perform new Raintree software upgrades and related tasks as needed
13. Provide timely updates to management on all high priority, high impact issues
14. Identify common challenges and proactively inform ways to improve our product/processes
15. Contribute to Raintree’s knowledge base content, documentation, and training materials
16. Link knowledge articles used to resolve issues to all relevant cases
17. Ensure compliance with company policies, maintaining data security and confidentiality
18. Client first - own it and figure it out internally. Avoid transferring customers, calls or cases.
19. Beyond great service, your job is to be a top notch Raintree troubleshooter/problem solver

Position Proficiencies and Requirements

1. Bachelor’s degree or relevant experience
2. At least 2 years of software application support experience in a SaaS environment
3. High technical aptitude
4. Proven track record of outstanding client support, troubleshooting and problems solving in a complex, technical environment
5. Medical/Revenue Cycle Management experience preferred
6. Previous SaaS or Healthcare IT company experience preferred
7. Working knowledge of EMR/EHR medical software applications is a plus
8. Must be able to work on a Pacific Time Zone schedule (8am-5pm PT preferred)
9. This position will require a HIPAA compliant environment. A controlled and dedicated workspace will be necessary to be successful

Our Perks

• 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

About Raintree Systems

Raintree is the preeminent platform for enterprise and mid-sized therapy provider organizations. Our award-winning solutions in patient engagement and communications, clinical documentation, revenue cycle management (RCM), and business intelligence are tailored to the needs of physical therapy, occupational therapy, speech therapy, and ABA practices across all treatment settings.

Our Core Values

• We put our Clients First
• We are Open and Honest
• We are Disciplined, Yet Flexible
• We love to Solve Problems
• We are Committed to Greatness
• We are a High Performance Team

Raintree Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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