Product Support Specialist

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Job Description:

The Product Specialist is an entry-level product support and enablement role. This role builds product knowledge, supports internal teams with repeatable product questions, helps maintain product documentation, and supports self-service resources. The goal is to help internal teams find clear, accurate, and current product information across assigned product lines.

The Product Specialist works under the guidance of Product Management. This role supports product education, inquiry support, documentation updates, release awareness, and internal enablement. The role does not make final product decisions, set roadmap priorities, or own product strategy. It helps Product Management see recurring questions, documentation gaps, training needs, and ways to make product guidance easier for internal teams to use.

Key Responsibilities:

• Product learning and release awareness: Build working knowledge of assigned product lines, including product features, workflows, common use cases, customer scenarios, support paths, and release changes. Stay current by attending product show-and-tell sessions, release reviews, training sessions, enablement sessions, and product demos. Review release notes, Product Hub updates, internal documentation, and other available resources to keep learning and identify knowledge gaps.

• Internal product inquiry support: Support repeatable product, workflow, configuration, and process questions that belong with Product. Provide clear, consistent, and timely guidance to internal teams within defined response-time expectations or service level agreements. Help prepare client-facing response language or talking points for review when needed, and help guide teams to the right next step.

• Documentation, Product Hub, and Accurate Ally validation: Help create, update, and maintain Product Hub content, FAQs, user guides, troubleshooting documentation, and workflow guidance,. Make sure content is accurate, easy to understand, easy to find, and useful for self-service. When Product Hub content is updated, test Accurate Ally to confirm it can read the updated content and return clear, accurate, and helpful answers based on approved guidance.

• Inquiry tracking and escalation support: Track product inquiries by source, type, product area, resolution path, escalation owner, and documentation opportunity. Route misdirected questions to the right owner. Escalate to Product Management when product decisions, roadmap context, client-specific exceptions, or strategic input are needed. Include clear context, business impact, steps already taken, and a recommended next step when escalating.

• Cross-functional collaboration and enablement support: Work with Sales, Account Management, Solutions, Operations, Support, App Support, Implementation, Compliance, Engineering, vendors, and other internal teams to clarify product guidance. Identify training opportunities, enablement gaps, and areas where teams need clearer support. When approved, help close those gaps through documentation updates, training support, office hours, or other enablement resources under Product Management direction.

• Theme identification and feedback to Product Management: Identify recurring questions, customer pain points, documentation gaps, misdirected inquiries, and common support themes. Summarize patterns and observations for Product Management so they can guide documentation updates, enablement priorities, support improvements, and future product discussions.

• Serve as a Product SME for Sales and Account Management teams: support customer meetings, product discussions, and demonstrations as needed.

Role Boundaries

The Product Specialist supports product knowledge, documentation, inquiry tracking, internal guidance, and escalation support across assigned product lines. The role does not own application support tickets, legal or compliance interpretation, client-specific exception approval, sprint planning, scrum activities, engineering delivery, production support, or final product roadmap decisions. When a question belongs to another team, the Product Specialist helps route it to the right owner with clear context and supporting details.

Required Skills and Competencies:

• Self-directed learning mindset, including the ability to research answers, use available resources, ask thoughtful questions, and take initiative to build product knowledge.

• Strong written and verbal communication skills, with the ability to explain product information clearly and professionally to internal teams.

• Strong organization and follow-through, including the ability to track inquiries, document findings, and complete assigned tasks.

• Good judgment in knowing when to answer directly, when to document, when to route a question elsewhere, and when to escalate for Product Management review.

• Ability to work well with Product Management and cross-functional partners, including Sales, Account Management, Solutions, Operations, Support, App Support, Implementation, Compliance, Engineering, and vendors.

• Comfort creating or updating internal documentation, FAQs, process guides, training materials, or support resources with guidance from Product Management.

• Customer-focused mindset with an interest in helping internal teams provide clearer and more consistent product guidance.

• Curiosity, adaptability, attention to detail, and willingness to keep learning as products change.

Preferred Experience:

• Exposure to product management, product analysis, product support, implementation, customer success, operations, solutions consulting, training, enablement, or a related area.

• Experience working with internal teams, client-facing teams, support teams, or operational workflows.

• Experience 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 helpful but not required.

Success Measures:

• Shows steady growth in product knowledge across assigned product lines.

• Provides timely, clear, and accurate support for repeatable internal product questions within defined response-time expectations or service level agreements.

• Tracks inquiries consistently and includes enough detail to support follow-up, reporting, and escalation.

• Routes questions to the right owner when they fall outside the Product Specialist scope.

• Creates or updates useful Product Hub content, FAQs, guidance, or support resources with the right review.

• Tests updated Product Hub content in Accurate Ally and identifies when source content needs to be clarified, expanded, or revised.

• Helps internal teams find product information more easily and use self-service resources more effectively.

• Identifies recurring questions, documentation gaps, training opportunities, enablement gaps, and support themes for Product Management review.

• Helps close approved training or enablement gaps through documentation updates, internal guidance, office hours, training materials, or other enablement resources.

• Receives positive feedback from Product Management and internal stakeholders on responsiveness, clarity, collaboration, and follow-through.

The annual base salary for this position ranges from $63,000 - $75,000. Pay will vary depending on job-related knowledge, skills, experience, and relevant education and training. This position may also be eligible for an annual performance-based bonus, commission, or other variable pay plan. The Company also offers a full range of benefits, including medical, dental, and 401k. Your recruiter can share more details about the specific compensation package during the hiring process.

The Accurate Way:

We offer a fun, fast-paced environment, with lots of room for growth. We have an unwavering commitment to diversity, ensuring everyone has a complete sense of belonging here. To do this, we follow four guiding principles - Take Ownership, Be Open, Stay Curious, Work as One - core values that dictate what we stand for, and how we behave.

Take ownership.

Be accountable for your actions, your team, and the company. Accept responsibility willingly, especially when it’s what’s best for our customers. Give others every reason to trust you, believe in you, and count on you. Rise to every occasion with your personal best.

Be open.

Be open to new ideas. Be inclusive of people and ways of doing things. Make yourself accessible and approachable, and communicate with genuineness, transparency, honesty, and respect. Embrace differences.

Stay curious.

Stay curious even as you move forward. Tirelessly ask questions and challenge the status quo in your pursuit of new ideas, ways to solve problems, and to continually grow and improve.

Work as one.

Work together to create the best customer and workplace experience. Put our customers and employees first-before individual or departmental agendas. Make sure they get the help they need to succeed.

Equal opportunities

Accurate is an equal-opportunity employer and is committed to hiring talented and qualified individuals with diverse backgrounds. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Accurate will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.

This posting is open for U.S.-based candidates who currently reside in the following states: AZ, CA, CO, DE, FL, GA, IL, KY, MD, MI, MN, NV, NH, NY, NC, OH, OK, PA, TN, TX, VA, WA, WV

Special Notice:

Accurate is aware of schemes involving fraudulent job postings/offers and/or individuals or entities claiming to be employees of Accurate. Those involved are offering fabricated employment opportunities to applicants, often asking for sensitive personal and financial information. If you believe you have been contacted by anyone misrepresenting themselves as an employee of Accurate, please contact [email protected].

- Please be advised that all legitimate correspondence from an Accurate employee will come from "@accurate.com" email accounts.

- Accurate will not interview candidates via text or email. Our interviews are conducted by recruiters and leaders via the phone, Zoom/Teams or in an in-person format.

- Accurate will never ask candidates to make any type of personal financial investment related to gaining employment with the Company.