Available Position (Company name withheld)

Product Support Specialist - Tier II *Internal Candidates Only*

 

The Product Support Specialist plays an important role in the overall client experience. The responsibilities of this Tier 2 support role typically involve deeper knowledge and greater expertise to address more complex issues. Responsibilities of the role focus on responsiveness, troubleshooting, problem-solving, case management, and client service/communication. Support Specialists will work closely with clients, Tier 1 and Tier 3 team members, and other Cx team members to efficiently identify and resolve complex issues. This person is an advisor and educator for our clients using the Raintree software platform and Knowledge Base. They will work closely with larger/VIP clients and internal teams to efficiently identify and resolve complex client questions and concerns. The ideal candidate must have outstanding troubleshooting and problem-solving skills, have a curiosity to learn, and be able to juggle multiple priorities while putting the client’s needs first. 

Duties and Responsibilities

• Maintain an advanced understanding of the Therapy industry, common terms, practices, and the different roles within a practice.
• Cultivate and maintain an advanced understanding of the Company, Raintree's products and services, and what needs they serve within the industry.
• Demonstrate the expanded knowledge and skills needed to independently support complex questions and issues within the domain to which they are assigned (additional domains are a plus). 
• Consistently deliver timely and effective support across all channels. This involves complex troubleshooting of advanced product issues, answering advanced queries, and guiding customers through advanced problem-solving processes.
• Troubleshoot complex issues to determine their root causes. This may involve analyzing logs, examining user reports, leveraging test systems, and collaborating with other individuals and teams to understand the underlying problems.
• Document all support interactions, including issues reported, troubleshooting steps taken, solutions provided, and any relevant details. This documentation serves as a knowledge base for future reference and can help improve support processes.
• Take an active role in creating, editing, and maintaining a robust knowledge base to drive Tier 1 performance as well as assist clients in resolving their issues/questions independently.
• Support and collaborate with peers. Provide guidance to Tier 1s and proactively suggest ways to optimize support processes and workflows. On average, 15% of your time should be spent assisting T1 beyond tackling escalated cases.
• Strive to always do right by the customer and avoid the temptation to take the easy path, such as cold transferring a client and/or case, or telling a client to call someone else. Resolve Raintree Software’s complex issues with a positive and professional approach in answering inquiries, inbound calls, and emails.

Position Proficiencies and Requirements

• Bachelor’s degree or relevant experience
• At least 2-4  years of software application support experience in a SaaS environment
• At least 2+  years of Raintree Software Support Experience
• High technical aptitude
• Proven track record of outstanding client support, troubleshooting and problems solving in a complex, technical environment
• Medical/Clinical experience preferred
• Previous SaaS or Healthcare IT company experience preferred
• Working knowledge of EMR/EHR medical software applications
• This position requires a HIPAA-compliant environment. A controlled, dedicated workspace is necessary for success.

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
• Ability to adapt to a fast-paced environment
• Excellent organization and prioritization skills

About Raintree Systems​

Raintree is the preeminent provider of electronic health records (EHR) and revenue cycle management (RCM) software for the therapy and rehabilitation industry. Founded in 1983 and headquartered in Chandler, AZ, Raintree serves enterprise and mid-sized organizations across physical therapy, occupational therapy, speech-language pathology, and ABA specialties. Our award-winning, all-in-one platform empowers therapy professionals to deliver superior patient care through innovative clinical documentation, automated billing, and actionable business intelligence. With over 2,500 implementations and a commitment to "Software-as-a-Relationship," we are a mission-driven team dedicated to transforming healthcare technology and improving outcomes for everyone.

Our 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

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.