> Markdown version of [/jobs/ext/3370209-product-support-representative-tier-1-revenue-cycle-management](https://www.wearedevelopers.com/jobs/ext/3370209-product-support-representative-tier-1-revenue-cycle-management). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Representative - Tier 1 (Revenue Cycle Management) - **Company:** Raintree Systems, Inc. - **Location:** Boise, ID, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Software Applications, Health Informatics, Software as a Service, Data Security, Medical Software - **Published:** September 21, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=899a4ae9ff9aa706 ## About the Role * Bachelor's degree or relevant experience * At least 2 years of software application support experience in a SaaS environment * Medical Practice / Medical Billing/ Revenue Cycle Management experience required * High technical aptitude * Proven track record of outstanding client support, troubleshooting and problems solving in a complex, technical environment * Previous SaaS or Healthcare IT company experience preferred * Working knowledge of EMR/EHR medical software applications is a plus * Must be able to work on a Pacific Time Zone schedule (8am-5pm PT preferred) * This position will require a HIPAA compliant environment. A controlled and dedicated workspace will be necessary to be successful. ## Description An Associate Product Support Representative (RCM) plays a critical role in the overall client experience. This person is often the face of the company for users experiencing Medical Bill/RCM related issues or questions with Raintree software. Great support is about earning trust through urgency, consistency, follow-through, and the delivery of high-quality answers. Responsibilities of the role focus on responsiveness, troubleshooting, problem-solving, case management, and client service/communication. They will work closely with clients and other support team members to efficiently identify and solve basic issues. The ideal candidate is skilled at troubleshooting/problem-solving, has a curiosity to learn, and can juggle multiple priorities while putting the client's needs first. Role responsibilities include but are not limited to the following, * Provide support, technical solutions, and basic how-to guidance to clients on Raintree's EMR platforms with a focus on Medical Billing/RCM inquiries. * Provide exceptional customer service - always remain positive and respectful, taking a phone-first approach. * Demonstrate top-notch communication skills through empathy and active listening. Use these skills to help gather relevant information and validate to remove ambiguity. * Demonstrate exceptional troubleshooting skills to isolate the cause of basic issues and steps to recreate the problem. * Expedite Problem-solving by leveraging all tools at your disposal (KB, documentation, screen sharing, test systems, etc.) * Leverage critical thinking skills to aid with prioritization, independent decision making, and problem deconstruction abilities. * Effectively Manage your cases - Document, Document, Document. Set specific follow-up dates/times w/ the client and meet those commitments. Do what is right, and don't let your cases get stale. * Leverage priority and aging to guide follow-ups and when issues should be escalated. * Identify client needs quickly and successfully implement solutions * Close the required minimum number of client cases and follow-up on escalated issues * Perform new Raintree software upgrades and related tasks as needed * Provide timely updates to management on all high priority, high impact issues * Identify common challenges and proactively inform ways to improve our product/processes * Contribute to Raintree's knowledge base content, documentation, and training materials * Link knowledge articles used to resolve issues to all relevant cases * Ensure compliance with company policies, maintaining data security and confidentiality. * Client first - own it and figure it out internally. Avoid transferring customers, calls or cases. * Beyond great service, your job is to be a top notch Raintree troubleshooter/problem solver. ## Related Videos - [Coffee with Developers - Silvio Barbieri](https://www.wearedevelopers.com/videos/897-coffee-with-developers-silvio-barbieri) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) - [How to ignore bugs (safely)](https://www.wearedevelopers.com/videos/711-how-to-ignore-bugs-safely) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Software Developer Salary in South Africa](https://www.wearedevelopers.com/magazine/232-software-developer-salary-in-south-africa) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Résumé-Driven Development: How IT trends affect the job market for software developers](https://www.wearedevelopers.com/magazine/59-resume-driven-development-how-it-trends-affect-the-job-market-for-software-developers) - [Frontend Developer Salary in South Africa](https://www.wearedevelopers.com/magazine/234-frontend-developer-salary-in-south-africa)