Product Support Representative - Tier 1 (Healthcare/EMR)
Raintree Systems, Inc
- Phoenix, AZ
- Permanent
- Full-time
- 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 1 of 3 core domains (Practice Management, Clinical or Billing/Financial)
- 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 Problems 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.
- 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/Revenue Cycle Management 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.
- Excellent empathy/interpersonal communication skills
- Possess strong technical capabilities and problem-solving abilities
- Excellent written and verbal communication skills
- Conflict management/resolution skills
- Ability to explain complex technical issues in simple terms
- Ability to identify client needs and implement solutions
- Maintain product and SaaS/Healthcare IT industry standards and knowledge
- Self starter who thrives in a remote centric, client first environment
- 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