Product Support Specialist

This is a fully remote position, open to applicants in California, +15 more states.

📋 Description

• Develop a comprehensive understanding of the designated Accurate product lines, including their features, workflows, use cases, customer scenarios, support paths, and updates from releases.

• Participate in product show-and-tell sessions, release reviews, training events, enablement activities, and product demonstrations.

• Analyze release notes, updates from the Product Hub, internal documentation, and various resources.

• Address recurring inquiries related to products, workflows, configurations, and processes from internal teams.

• Deliver clear, consistent, and timely guidance in line with response-time expectations or service level agreements.

• Assist in preparing client-facing response language or talking points for review purposes.

• Create, update, and manage content on the Product Hub, including FAQs, user manuals, troubleshooting guides, and workflow instructions.

• Test Accurate Ally following Product Hub updates to ensure clear, accurate, and helpful responses.

• Monitor inquiries by source, type, product area, resolution path, escalation owner, and documentation opportunities.

• Direct misdirected inquiries and escalate product decisions, roadmap context, client-specific exceptions, or strategic insights to Product Management.

• Collaborate with Sales, Account Management, Solutions, Operations, Support, App Support, Implementation, Compliance, Engineering, vendors, and other internal teams.

• Identify training opportunities, enablement gaps, recurring inquiries, customer challenges, documentation deficiencies, and support trends.

• Assist with customer meetings, product discussions, and demonstrations for Sales and Account Management as required.

• Help bridge approved training and enablement gaps through documentation, training support, office hours, or other resources.

• Note that this role does not involve ownership of application support tickets, legal or compliance interpretation, client-specific exception approvals, sprint planning, scrum activities, engineering delivery, production support, or final product roadmap decisions.

⛳️ Requirements

• Background in Accurate products, customer support, operations, implementation, or another internal function that provides a solid understanding of Accurate systems, workflows, customers, and support processes.

• Ability to utilize existing internal knowledge while continuously learning about product features, workflows, release updates, customer use cases, and internal support paths.

• Self-motivated learning attitude with the capability to research answers, leverage available resources, ask insightful questions, and take initiative.

• Excellent written and verbal communication skills.

• Strong organizational skills and commitment to follow-through, including tracking inquiries and documenting findings.

• Good judgment in answering, documenting, routing, and escalating inquiries.

• Capability to collaborate effectively with Product Management and cross-functional partners.

• Comfort in creating or updating internal documentation, FAQs, process guides, training materials, or support resources.

• Customer-oriented approach.

• Curiosity, adaptability, attention to detail, and a commitment to ongoing learning.

• Preferred exposure to product management, product analysis, product support, implementation, customer success, operations, solutions consulting, training, enablement, or related areas.

• Preferred experience with internal, client-facing, support, or operational teams.

• Preferred experience in creating, editing, or maintaining documentation, training materials, knowledge base content, or support resources.

• Familiarity with complex product workflows, platform products, compliance-driven processes, vendor-supported products, integrations, or operational support models is beneficial but not mandatory.

🏝️ Benefits

• Eligibility for an annual performance-based bonus, commission, or other variable pay plans.

• Medical insurance coverage.

• Dental insurance coverage.

• 401k retirement plan.

• Engaging and dynamic work environment.

• Opportunities for professional growth.

• Commitment to diversity and inclusion.