Product Support Representative - Tier 1 (EHR/Patient/Front Office)

Raintree Systems; Dallas (TX); Hybrid; USD 52,000 - 74,000; Full time

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.

Skills

Troubleshooting

Customer service

Communication

Case management

Technical aptitude

Education

Bachelor’s degree

Tools

EMR/EHR software

Screen sharing

Job description

Associate Product Support Representative - Tier 1 (EHR/Patient/Front Office)

Home Office Location:

Phoenix, AZ (Hybrid 3-4 days in office)

Ideal Remote Locations:

(Boise, Chicago, Cleveland, Dallas, Houston, Kansas City, Madison, Minneapolis, Salt Lake)

Department: Client Support

Associate Product Support Representative - Tier 1 (EHR/Patient/Front Office)

Home Office Location:

Phoenix, AZ (Hybrid 3-4 days in office)

Ideal Remote Locations:

(Boise, Chicago, Cleveland, Dallas, Houston, Kansas City, Madison, Minneapolis, Salt Lake)

Department: Client Support

Duties And Responsibilities

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:

• 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. 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.)
• Leverage critical thinking skills to aid with prioritization, independent decision making, and problem deconstruction abilities.
• 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.
• 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.

Position Proficiencies And 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 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.

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.

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.