Full-Time Product Support Representative - Tier 1

Associate Product Support Representative (RCM/Billing)
Location: Austin, Dallas, Houston TX / Remote
Department: Customer Support

About Raintree:

At Raintree, we’re creating the future of therapy technology. Join us to impact millions of lives.

Role Summary:

An Associate Product Support Representative plays a critical role in the client experience, often being the face of the company for users experiencing issues or questions with Raintree software. Great support is about trust, urgency, consistency, follow-through, and quality answers. Responsibilities include responsiveness, troubleshooting, problem-solving, case management, and client service/communication. The ideal candidate enjoys problem-solving, learning, and juggling multiple priorities, always putting the client’s needs first.

Responsibilities Include:

1. Providing technical support and basic how-to guidance to clients on Raintree's EMR platforms.
2. Focusing on rapidly developing knowledge and skills in one of three core domains (Practice Management, Clinical, or Billing/Financial).
3. Delivering exceptional customer service, maintaining a positive and respectful demeanor, and prioritizing phone-first support.
4. Demonstrating strong communication skills, including empathy and active listening, to gather information and validate client needs.
5. Proficiently troubleshooting issues and isolating causes to create steps for recreating problems.
6. Leveraging tools (KB, documentation, screen sharing, test systems, etc.) to expedite problem resolution.
7. Using critical thinking for prioritization, independent decision-making, and problem deconstruction.
8. Effectively managing cases by documenting thoroughly, setting follow-up dates/times with clients, and meeting commitments.
9. Identifying client needs and implementing solutions.
10. Closing the required number of client cases and following up on escalated issues.
11. Performing software upgrades and related tasks as needed.
12. Providing timely updates to management on high-priority, high-impact issues.
13. Identifying common challenges and proactively improving product/processes.
14. Contributing to Raintree's knowledge base, documentation, and training materials.
15. Linking knowledge articles to relevant cases.
16. Adhering to company policies, maintaining data security, and confidentiality.
17. Avoiding case transfers and calls and focusing on internal resolution.

Position 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/Revenue Cycle Management experience preferred
• SaaS or Healthcare IT company experience preferred
• Working knowledge of EMR/EHR medical software applications (a plus)
• Must be able to work on a Pacific Time Zone schedule (8am-5pm PT preferred)
• HIPAA compliant environment

Compensation and Benefits:

Raintree offers competitive compensation, comprehensive benefits, and a work-from-home option.

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