Product Support Representative - Tier 1 (EHR/Patient/Front Office)

About the role

An Associate Product Support Representative plays a critical role in the overall client experience. This person is often the face of the company for users experiencing issues or questions with Raintree software. Great support is about earning trust through urgency, consistency, follow-through, and the delivery of high-quality answers. The position is based in Phoenix, AZ with a hybrid schedule (3‑4 days in the office) and considers ideal remote locations in Boise, Chicago, Cleveland, Dallas, Houston, Kansas City, Madison, Minneapolis, and Salt Lake City.

Responsibilities

• 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 core domains (Practice Management or Clinical)
• 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