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Role Description

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.

• Work closely with clients, Tier 1 and Tier 3 team members, and other Cx team members to efficiently identify and resolve complex issues.
• Act as an advisor and educator for clients using the Raintree software platform and Knowledge Base.
• Support larger/VIP clients and internal teams to efficiently identify and resolve complex client questions and concerns.
• Must have outstanding troubleshooting and problem-solving skills, a curiosity to learn, and the ability to juggle multiple priorities while putting the client’s needs first.

Qualifications

• 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 problem-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

Requirements

• 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