As a Product Support Representative at Raintree, you will play a critical role in the overall client experience, providing support, technical solutions, and basic how-to guidance to clients on Raintree’s EMR platforms. You will focus on quickly developing your knowledge and skills in one of three core domains and provide exceptional customer service. You will also leverage critical thinking skills to aid with prioritization, independent decision making, and problem deconstruction abilities.
Requirements
- 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 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.
- 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.
Benefits
- 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
