Sr. Product Operations Support Specialist

Responsibilities

• Troubleshoot complex product, workflow, and user issues through email, Microsoft Teams, and other designated support channels.
• Respond to user concerns, training gaps, workflow questions, and technical issues with clarity, urgency, and professionalism.
• Investigate product functionality, user behavior, data patterns, and system issues to help identify root causes and recommend solutions.
• Escalate technical issues appropriately to Product, Engineering, or Operational teams and follow through to resolution.
• Maintain a strong understanding of Accuity’s case management tools and related product workflows.
• Support performance of QA/testing activities before product launches, releases, or enhancements to help ensure software performs as expected.
• Support user acceptance testing and support-based testing to validate functionality, usability, workflow impact, and issue resolution.
• Identify, document, and communicate defects, workflow gaps, usability issues, and system malfunctions.
• Partner with Product and Engineering teams to validate fixes, clarify requirements, and confirm user impact.
• Provide user-centered feedback to help improve product functionality, adoption, and overall experience.
• Contribute to product support documentation, user guidance, troubleshooting resources, and internal knowledge materials.
• Support improvements to product support workflows, escalation paths, and internal support processes.
• Analyze recurring issues, support trends, and workflow inefficiencies to recommend practical improvements.
• Help scale product support practices as Accuity’s tools, teams, and user base continue to grow.
• Collaborate with Product, Engineering, Operations, Clinical, CDI, Coding, and other internal stakeholders to resolve user and system issues.
• Translate user feedback and support trends into actionable insights for Product and Engineering teams.
• Serve as a product subject matter resource for internal users and stakeholders.
• Communicate clearly in a remote-first environment, ensuring relevant parties have timely visibility into issue status, risks, and resolution plans.

Qualifications

• High school diploma or equivalent required.
• Associate’s or bachelor’s degree in healthcare, technology, business, informatics, or a related field preferred.
• 4–6 years of product support, technical support, application support, product operations, or comparable experience required.
• Experience supporting healthcare applications or healthcare users preferred.
• Experience troubleshooting software, application, workflow, or technical user issues required.
• Experience supporting product releases, QA/testing, user acceptance testing, or defect validation preferred.
• Experience partnering with Product, Engineering, Operations, or other cross-functional teams preferred.
• Exposure to SQL or other data-querying tools preferred.