Product Support Specialist - Tier 1 (Saas/Healthcare It)

Product Support Specialist

Remote: Phoenix, AZ

We are currently seeking an exceptional Product Support Specialistto join our team.

The Product Support Specialist plays an important role in the overall client experience.  This person is an advisor and educator for our clients using the Raintree software platform. They will work closely with our internal team to efficiently identify and solve client questions and concerns.  The ideal candidate for this role is someone who is outgoing, who loves to troubleshoot issues, has a natural curiosity to learn new things and puts a client’s needs first. 

Duties and Responsibilities

• Troubleshoot Raintree software related issues with a positive and professional approach in answering inquiries, in-bound calls and emails
• Provide support, technical solutions and training to clients on Raintree’s EMR platform features
• Identify client needs quickly and successfully implement solutions
• Close required minimum number of client cases and follow-up on escalated issues
• Perform new Raintree software installations and related tasks as needed
• Provide timely updates to clients and management on the status of outstanding issues
• Identify common client challenges and proactively inform ways to improve our product and processes
• Contribute to Raintree’s knowledge base content, documentation, and training materials
• Participate in additional training courses as needed

Position Proficiencies and Requirements

• Bachelor’s degree
• At least 2 years of software application support
• Proven track record of outstanding client support experience in a technical environment
• Previous Healthcare IT and/or SaaS company experience preferred
• High technical aptitude
• Experience with EMR/EHR or medical software applications is a plus
• PTA/OTA Certifications or Therapy/Rehab Practice experience is highly valued
• Flexibility to work on a Pacific Time Zone schedule
• This position will require a HIPAA compliant environment. A controlled and dedicated work space will be necessary to be successful.

Competencies to Drive Success:

• 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

Raintree Systems is the leading provider of both efficiency tools and engagement features that are built to manage ALL aspects of the healthcare industry.  By way of high-level automation, intuitive analytics and simplified reporting, our platform eases practice staff's workload and optimizes business operations. 

 Our Culture and Core Values:

We put our Clients First , We are Open and Honest, We are Disciplined, yet Flexible

We love to Solve Problems, We are Committed to Greatness, We are One Passionate Family

Do you align with our company values and seek to join a team of friendly and passionate people who are dedicated to excellence? If so, Raintree may be the perfect fit for you!

Raintree Offers a Comprehensive Employee Benefits Package (including):

• Remote Work/Work From Home
• Paid Time Off
• Health Insurance
• Disability & Life Insurance
• Paid Parental Leave
• Flexible Spending Accounts (FSA)
• 401K with Company Match 

Raintree Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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