Product Support Representative - Tier 1 (SaaS/RCM/Healthcare EHR) - Phoenix AZ

Location: Phoenix, AZ (Hybrid 3-4 days in 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. Responsibilities focus on responsiveness, troubleshooting, problem-solving, case management, and client service/communication. The ideal candidate is skilled at troubleshooting/problem-solving, has a curiosity to learn, and can juggle multiple priorities while putting the client’s needs first.

Responsibilities

• Provide support, technical solutions, and basic how-to guidance to clients on Raintree’s EMR platforms
• Focus efforts on quickly developing knowledge and skills in 1 of 3 core domains (Practice Management, Clinical or Billing/RCM)
• Provide exceptional customer service – always remain positive and respectful, taking a phone-first approach
• Demonstrate top-notch communication skills through empathy and active listening to gather relevant information and 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
• Effectively manage cases: document thoroughly, set specific follow-up dates/times with the client, and meet commitments
• Leverage priority and aging to guide follow-ups and determine 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 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
• Adopt a client-first mindset: own issues and resolve them internally without transferring customers, calls, or cases

Requirements

• 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 problem-solving in a complex, technical environment
• Medical Practice / Patient Front Office 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 requires a HIPAA-compliant environment; a controlled and dedicated workspace is necessary

Benefits

• Remote-first work environment
• Paid Time Off, 11 paid holidays, and year-end holiday break
• Health, dental, vision, HSA/FSA, and 401K with company match
• Disability and life insurance
• Employee Assistance Program
• Paid parental leave

About Raintree

At Raintree, we’re shaping the future of therapy technology. This is your chance to be part of something bigger, where your career will have game-changing, career-defining moments. We aim to be the best place for the best people, looking for ambitious, creative thinkers ready to make an impact. Your work here will shape the future of therapy technology while advancing your career alongside dedicated professionals.

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 a High Performance Team