Product Support Representative - Tier 1 (RCM/Billing/Healthcare)

Raintree Systems; Phoenix (AZ); Remote; USD 50,000 - 80,000; Full time

Job summary

An innovative company is seeking a motivated Associate Product Support Representative to enhance client experiences through exceptional support. In this role, you will be the first point of contact for clients, providing technical solutions and guidance on EMR platforms. Your ability to troubleshoot and communicate effectively will be key in resolving issues and ensuring client satisfaction. Join a team that values creativity and problem-solving, where your contributions will directly impact the future of therapy technology. This opportunity offers a chance to grow in a dynamic environment while making a meaningful difference in clients' lives.

Benefits

Remote Work/Work From Home

Paid Time Off

Health, Dental, Vision Insurance

401K with Company Match

Disability & Life Insurance

Employee Assistance Program

Paid Parental Leave

Qualifications

• 2+ years of SaaS application support experience.
• Proven client support and troubleshooting skills in a technical environment.

Responsibilities

• Provide technical solutions and support for Raintree’s EMR platforms.
• Manage client cases effectively, documenting and following up as needed.

Skills

Troubleshooting

Client Communication

Problem Solving

Technical Support

Empathy

Education

Bachelor's Degree

Relevant Experience

Tools

EMR/EHR Software

SaaS Applications

Job description

Product Support Representative - Tier 1 (RCM/Billing/Healthcare)

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Associate Product Support Representative (RCM/Billing)

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. Excellent support involves earning trust through urgency, consistency, follow-through, and high-quality answers. Responsibilities focus on responsiveness, troubleshooting, problem-solving, case management, and client communication. They will work closely with clients and team members to identify and resolve basic issues efficiently. The ideal candidate is skilled at troubleshooting, curious to learn, and capable of managing multiple priorities while prioritizing client needs. Role responsibilities include but are not limited to:

• Providing support, technical solutions, and basic guidance to clients on Raintree’s EMR platforms
• Developing knowledge in one of three core domains: Practice Management, Clinical, or Billing/Financial
• Delivering exceptional customer service with a positive, respectful attitude, taking a phone-first approach
• Using empathy and active listening to gather relevant information and validate issues
• Isolating causes of basic issues and steps to recreate problems through troubleshooting
• Leveraging all tools (KB, documentation, screen sharing, test systems) to expedite problem-solving
• Applying critical thinking for prioritization, decision-making, and problem analysis
• Managing cases effectively: documenting thoroughly, setting follow-up, and closing cases appropriately
• Using priority and aging metrics to guide follow-ups and escalations
• Quickly identifying client needs and implementing solutions
• Closing client cases and following up on escalated issues
• Performing software upgrades and related tasks as needed
• Providing timely updates on high-priority issues to management
• Proactively identifying common challenges and suggesting improvements
• Contributing to knowledge base content, documentation, and training materials
• Linking resolution articles to relevant cases
• Maintaining compliance with data security and confidentiality policies
• Prioritizing client needs, owning issues, and avoiding transfers
• Exceeding support expectations by being a top troubleshooter and problem solver

Position Proficiencies and Requirements:

• Bachelor’s degree or relevant experience
• At least 2 years of SaaS application support experience
• High technical aptitude
• Proven client support, troubleshooting, and problem-solving skills in a technical environment
• Medical/Revenue Cycle Management experience preferred
• Experience with SaaS or Healthcare IT is a plus
• Knowledge of EMR/EHR software is a plus
• Availability to work on Pacific Time schedule (8am-5pm PT preferred)
• Must have a HIPAA-compliant workspace and environment

Our Perks:

• Remote Work/Work From Home
• Paid Time Off, 11 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 provides enterprise and mid-sized therapy provider solutions, including patient engagement, clinical documentation, revenue cycle management, and business intelligence for various therapy practices.

Our Core Values:

• Clients First
• Open and Honest
• Disciplined, Yet Flexible
• Love to Solve Problems
• Committed to Greatness
• High Performance Team

We are an equal opportunity employer and prohibit discrimination and harassment of any kind.