The business problem is to provide excellent client support for Raintree's software, addressing user issues and questions efficiently and effectively to maintain client satisfaction and trust.
Requirements
- 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 problems solving in a complex, technical environment
- 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 will require a HIPAA compliant environment. A controlled and dedicated workspace will be necessary to be successful.
Responsibilities
- Provide support, technical solutions, and basic how-to guidance to clients on Raintree’s EMR platforms
- 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.)
- Perform new Raintree software upgrades and related tasks as needed
- Contribute to Raintree’s knowledge base content, documentation, and training materials
- Link knowledge articles used to resolve issues to all relevant cases
- Client first - own it and figure it out internally. Avoid transferring customers, calls or cases.
Other
- Bachelor’s degree or relevant experience
- Medical/Revenue Cycle Management experience preferred
- Previous SaaS or Healthcare IT company experience preferred
- Provide exceptional customer service – always remain positive and respectful, taking a phone-first approach.
- Demonstrate top-notch communication skills through empathy and active listening.
