Product Support Representative - Tier 1 (SaaS/Clinical/Front Office/EMR)

We're seeking a Product Support Representative to join our team. As a critical member of our customer support team, you'll play a key role in providing exceptional customer service and technical solutions to clients. This is a fully remote position that requires a high level of technical aptitude, problem-solving skills, and a commitment to delivering top-notch support.

Requirements

• Provide support, technical solutions, and basic how-to guidance to clients on Raintree's EMR platforms
• Focus on quickly developing your knowledge and skills in 1 of 3 core domains (Practice Management, Clinical or Billing/Financial)
• Provide exceptional customer service
• Demonstrate top-notch communication skills through empathy and active listening
• Demonstrate exceptional troubleshooting skills
• Effectively manage your cases
• 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
• Ensure compliance with company policies, maintaining data security and confidentiality

Benefits

• 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