The business problem is to provide efficient and high-quality support to clients experiencing issues or questions with Raintree's EMR platforms, ensuring a positive client experience and maintaining client trust through effective troubleshooting and problem-solving.
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.)
- Effectively Manage your case - Document, Document, Document. Set specific follow-up dates/times w/ the client and meet those commitments.
- Leverage priority and aging to guide follow-ups and when issues should be escalated.
- Perform new Raintree software upgrades and related tasks as needed
- Contribute to Raintree’s knowledge base content, documentation, and training materials
Other
- Provide exceptional customer service – always remain positive and respectful, taking a phone-first approach.
- Demonstrate top-notch communication skills through empathy and active listening. Use these skills to help gather relevant information and validate to remove ambiguity.
- Leverage critical thinking skills to aid with prioritization, independent decision making, and problem deconstruction abilities.
- Client first - own it and figure it out internally. Avoid transferring customers, calls or cases.
- Bachelor’s degree or relevant experience
