• Provide support, technical solutions, and basic how-to guidance to clients on Raintree’s EMR platforms • Focus your efforts on quickly developing your knowledge and skills in 1 of 3 core domains (Practice Management, Clinical or Billing/Financial) • 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.