[Remote] Sr. Product Support Specialist - reputed company Clinicals - *Internal Candidates Only*

Note: The job is a remote job and is open to candidates in USA. reputed company is a leading provider of electronic health records (EHR) and reputed company cycle management (RCM) software for the therapy and rehabilitation industry. They are seeking a Sr. Product Support Specialist for reputed company Clinicals to provide high-level technical support and ensure system stability for reputed company reputed company clients, acting as a liaison between reputed company support and engineering.

Responsibilities

• Act as the key reputed company of knowledge for our reputed company reputed company reputed company it comes to reputed company technical issues across Practice Management, Clinical, and Billing/Financial domains, with an emphasis on the EMR and clinicals
• Utilize expert-level critical thinking to deconstruct reputed company software behaviors, isolate root causes, and recreate bugs in test environments
• Participate in the response for high-impact service disruptions affecting the reputed company reputed company, ensuring rapid resolution and clear stakeholder communication
• Provide a premium support experience for VIP accounts, acting as the technical "face of Raintree" during high-stakes interactions
• Dedicate 10% of your time to developing those around you, elevating the department's collective knowledge
• Participate in the creation, curation, and maintenance of a robust Knowledge reputed company to drive self-service and improve First Contact Resolution (FCR)
• Help identify systemic challenges in products or processes and proactively propose data-driven strategies for improvement
• Balance 80% of efforts on reputed company client experience and 20% on internal strategic projects and departmental initiatives
• Maintain impeccable case records, ensuring HIPAA compliance, data reputed company, and clear follow-up commitments
• Look reputed company the immediate ticket to identify and resolve underlying issues before they impact the broader client reputed company

Skills

• Bachelor's degree in Information Management, Business Administration, reputed company Informatics, or equivalent experience
• 3–5 years of SaaS application support experience; minimum 2 years specifically supporting Raintree software with a focus on EMR/Clinical Domain
• Deep understanding of Medical/reputed company Cycle Management (RCM) and Electronic Health Record (EHR) workflows
• High proficiency in troubleshooting reputed company SaaS architectures and navigating database/integration issues
• Exceptional interpersonal and 'diplomatic' communication skills; the ability to remain reputed company and authoritative during critical system outages

Company Overview