Product Support Representative - Tier 1 (SaaS)

TL;DR

Product Support Representative - Tier 1 (SaaS/Healthcare): Providing technical solutions and basic guidance to clients on EMR platforms with an accent on case management and troubleshooting. Focus on isolating the cause of software issues and implementing effective solutions within a HIPAA-compliant environment.

Location: Greater Phoenix, AZ / Remote (US). Must be able to work on a Pacific Time Zone schedule (8am-5pm PT preferred)

Company

Raintree is a leading provider of electronic health records (EHR) and revenue cycle management (RCM) software tailored for the therapy and rehabilitation industry.

What you will do

• Provide technical support and how-to guidance to clients using EMR platforms.
• Develop deep domain expertise in Practice Management, Clinical, or Billing/RCM areas.
• Troubleshoot and isolate the root cause of basic software issues to find resolutions.
• Manage the full lifecycle of client cases with detailed documentation and timely follow-ups.
• Contribute to the company's knowledge base, training materials, and documentation.
• Ensure strict compliance with data security and HIPAA confidentiality policies.

Requirements

• Bachelor’s degree or equivalent professional experience.
• At least 2 years of software application support experience in a SaaS environment.
• Ability to work on a Pacific Time Zone schedule (8am-5pm PT preferred).
• Must maintain a HIPAA compliant, controlled, and dedicated workspace.
• Strong technical aptitude and a proven track record of solving problems in complex environments.

Nice to have

• Experience in Medical Practice or Patient Front Office domains.
• Previous background working for a Healthcare IT or SaaS company.
• Working knowledge of EMR/EHR medical software applications.

Culture & Benefits

• Remote work and work-from-home options.
• Comprehensive Health, Dental, and Vision insurance with HSA/FSA options.
• 401K plan with company matching contributions.
• Generous paid time off, including 11 paid holidays and a year-end holiday break.
• Paid parental leave and an Employee Assistance Program.