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

Raintree Systems, Inc; Texas; Remote; USD 45,000 - 75,000; Full time

Job summary

Join a forward-thinking company as an Associate Product Support Representative, where you'll play a crucial role in enhancing client experiences through exceptional support and problem-solving. This dynamic position allows you to work remotely while making a significant impact in the therapy technology sector. You'll be responsible for troubleshooting client issues, managing cases, and contributing to knowledge base content. If you're passionate about client success and eager to grow in a supportive environment, this is the perfect opportunity to advance your career and touch lives.

Benefits

Remote Work Environment

Paid Time Off

Health Insurance

401K with Company Match

Disability & Life Insurance

Paid Parental Leave

Employee Assistance Program

Qualifications

• 2+ years of experience in SaaS application support.
• Strong troubleshooting skills and ability to manage multiple priorities.

Responsibilities

• Provide technical support for clients on EMR platforms.
• Communicate effectively and troubleshoot issues proactively.

Skills

Troubleshooting

Client Support

Problem-Solving

Communication

SaaS Application Support

Education

Bachelor's Degree

Relevant Experience

Tools

EMR/EHR Software

Job description

Join Raintree as an Associate Product Support Representative

Locations: Austin, Dallas, Houston TX / Remote

At Raintree, we’re shaping the future of therapy technology. Join us to make a significant impact, advance your career, and touch millions of lives.

Role Overview

The Associate Product Support Representative is key to the client experience, serving as the face of the company for users encountering issues or questions. Success in this role involves earning trust through urgency, consistency, follow-through, and high-quality support. Responsibilities include responsiveness, troubleshooting, problem-solving, case management, and client communication. The ideal candidate is curious, skilled at troubleshooting, and capable of managing multiple priorities while prioritizing client needs.

Responsibilities

1. Provide support and technical solutions to clients on Raintree’s EMR platforms, focusing on one of three core domains: Practice Management, Clinical, or Billing/Financial.
2. Deliver exceptional customer service with a positive, respectful, phone-first approach.
3. Communicate effectively through empathy and active listening to gather information and validate issues.
4. Troubleshoot and resolve issues, utilizing all available tools, and document cases thoroughly.
5. Manage cases efficiently, including follow-ups, escalations, and documentation.
6. Implement solutions quickly and perform software upgrades as needed.
7. Proactively identify challenges and suggest improvements.
8. Contribute to knowledge base content and training materials.
9. Ensure compliance with policies, maintaining data security and confidentiality.

Qualifications

• Bachelor’s degree or relevant experience
• At least 2 years of SaaS application support experience
• Strong troubleshooting and client support skills
• Medical or Revenue Cycle Management experience preferred
• Knowledge of EMR/EHR software is a plus
• Ability to work on Pacific Time Zone schedule (8am-5pm PT preferred)
• Must operate in a HIPAA-compliant environment

Perks & Benefits

• Remote work environment
• Paid Time Off, Holidays, Year-End Break
• Health, Dental, Vision, HSA/FSA
• 401K with company match
• Disability & Life Insurance
• Employee Assistance Program
• Paid Parental Leave

About Raintree

We provide enterprise and mid-sized therapy provider solutions in patient engagement, clinical documentation, revenue cycle management, and business intelligence tailored for various therapy practices. Our core values include putting clients first, honesty, discipline, problem-solving, greatness, and teamwork.

Raintree Systems is an equal opportunity employer, committed to diversity and inclusion in the workplace.