Product Support Specialist – Tier II
Job Description: • 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. • 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. • Resolve Raintree Software’s complex issues with a positive and professional approach in answering inquiries, in-bound calls and emails. Requirements: • Bachelor’s degree or relevant experience • At least 3 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. Benefits: • Full Time • Customer Support • Remote Apply tot his job