Product Support Specialist - Tier II

 

The Product Support Specialist Role  plays an important role in the overall client experience.  The responsibilities of this Tier 2 support role typically involve more in-depth knowledge and a higher level of expertise to aid them in tackling more complicated 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 other CX team members to efficiently identify and solve complex issues. This person is an advisor and educator for our clients using the Raintree software platform. They will work closely with larger/VIP clients as well as internal teams to efficiently identify and solve complex client questions and concerns.  The ideal candidate must have outstanding troubleshooting/problem solving skills, has a curiosity to learn and can 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 within the Clinical domain of the product (additional domains are a plus). 
• Consistently deliver timely and effective support across all channels. This involves complex troubleshooting 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 client in resolving their issues/questions independently
• Support and collaborate with peers. Provide guidance to Tier 1s and proactively suggest ideas for optimizing support processes and workflows. At least 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 and do things like 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, in-bound calls and emails

Position Proficiencies and Requirements

• Bachelor’s degree or relevant experience
• At least 5 years of software application support experience in a SaaS environment
• At least 3 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 is a plus
• This position will require a HIPAA compliant environment. A controlled and dedicated workspace 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

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

About Us

Work with a World-Class Healthcare Team.  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 team of Rainees is built on expertise in their respective areas with a core understanding of teamwork and collaboration. Plus, our Rainees have an enthusiasm for excellence, growth, and continuous improvement in our process and the ways in which we support our valued clients. 

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

Our Perks

• Remote Work/Work From Home
• Paid Time Off/11 Paid Holidays/Year-End Holiday Break
• Health, Dental, Vision, HSA/FSA
• 401K with Company Match
• Disability & Life Insurance
• Employee Assistance Program
• Paid Parental Leave
• WFH Supply Budget

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.

Protect yourself from recruitment fraud: Raintree will never ask for financial information of any kind or for any payment during the job application process. We will never ask for personal information during the interview process such as passport number, bank account number, or social security number and will never ask you to receive and ship packages or goods. Our recruitment process takes place via zoom or in person. Any emails from Raintree recruiters will come from an @raintreeinc.com email address.