Product Support Specialist

This is a fully remote position, open to applicants in Florida.

📋 Description

• Configure Single Sign-On integrations for both inbound and outbound processes for client employer portals, ensuring validation against test cases.

• Execute and validate eligibility, accumulator, claims, and associated file transformations within the Client Implementation Hub.

• Establish and configure custom provider networks in H1, ClearCost, and internal systems at Rightway.

• Set up client engagement and wellness programs on third-party platforms, including Iterable.

• Keep accurate records of implementations, configuration logs, and handoff documentation.

• Investigate and resolve issues related to registration and eligibility, escalating to Data Engineering or Engineering as needed.

• Monitor file ingestion pipelines and conduct audits on processing results for accuracy and completeness.

• Manage and resolve accuracy issues related to provider and drug searches.

• Develop and maintain Standard Operating Procedures (SOPs), knowledge bases, escalation guides, and quality assurance checklists.

• Identify recurring issues and collaborate with the Team Lead and Product to implement upstream fixes.

• Coordinate efforts with Data Engineering, Client Success, Implementation, and Product Management teams.

• Report product issues with reproduction steps and offer feedback regarding tooling deficiencies.

⛳️ Requirements

• Strong organizational skills and a process-oriented mindset, capable of creating checklists, documenting work, and recognizing recurring issues.

• Methodical problem-solver who can navigate unfamiliar technical challenges effectively.

• Keen attention to detail and accuracy.

• Excellent written communication skills for documenting complex issues, handoffs, and escalation routes.

• Adaptable and self-motivated in a startup environment.

• Prefer candidates with direct experience in Rightway's health guide, pharmacy guide, or registration support operations.

• Previous experience in technical support, client onboarding, or operations roles within healthcare or technology is advantageous.

• Advanced technical qualifications such as engineering or coding are not mandatory.

🏝️ Benefits

• Opportunity to contribute to the establishment of a new function at Rightway and shape the technical implementation processes as the team expands.

• Gain exposure to a diverse range of Rightway's internal systems, client configurations, and implementation workflows.

• Career development opportunities leading towards roles in Technical Operations leadership, Product Management, or Implementation Management.

• Commitment to being an Equal Opportunity Employer with an inclusive company culture.