Product Support Specialist - Tier II - *Internal Candidates Only*

Product Support Specialist - Tier II *Internal Candidates Only*
 

The Product Support Specialist Role  plays an important role in the overall client experience.  The responsibilities of this Tier 2 support role typically involve more in-depth knowledge and a higher level of expertise to aid them in tackling more complicated issues. Responsibilities of the role focus on responsiveness, troubleshooting, problem solving, case management and client service/communication. Support Specialists will work closely with clients, Tier 1 and other CX team members to efficiently identify and solve complex issues. This person is an advisor and educator for our clients using the Raintree software platform. They will work closely with larger/VIP clients as well as internal teams to efficiently identify and solve complex client questions and concerns.  The ideal candidate must have outstanding troubleshooting/problem solving skills, has a curiosity to learn and can juggle multiple priorities while putting the client’s needs first. 

Duties and Responsibilities

• 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. This documentation serves as a knowledge base for future reference and can help improve support processes.
• 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. At least 15% of your time should be spent assisting T1 beyond tackling escalated cases.
• Strive to always do right by the customer and avoid the temptation to take the easy path and do things like cold transferring a client and/or case or telling a client to call someone else.Resolve Raintree Software’s complex issues with a positive and professional approach in answering inquiries, in-bound calls and emails

Position Proficiencies and 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
• This position will require a HIPAA compliant environment. A controlled and dedicated workspace will be necessary to be successful.

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