Product Support Specialist

🔥 12 hours ago

🏄 California, Colorado, +14 more states – Remote

🏄 California – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🌽 Illinois – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🦀 Maryland – Remote ❄️ Minnesota – Remote 🔔 Pennsylvania – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote ☕ Washington – Remote ⛰️ West Virginia – Remote

💵 $63k - $75k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Accurate Background

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1997

👥 HR Tech

☁️ SaaS

🤝 B2B

💰 Private Equity Round - Accurate Background on 2020-02

HR Tech • SaaS • B2B

Accurate Background is a global employment background screening provider that helps employers conduct pre-employment and ongoing screening. Accurate offers services such as criminal background checks, identity verification, drug and health screening, driving history, credit checks, I-9 & E-Verify, global searches, monitoring, and social media checks through a mobile-first platform, API, and integrations with applicant tracking systems. Founded in 1997 and minority-owned, Accurate serves over 16,000 customers worldwide, conducts 60M+ annual searches, supports multiple industries (healthcare, retail, transportation, staffing, financial services, gig marketplaces), and emphasizes compliance with global data and privacy regulations.

📋 Description

• Build working knowledge of assigned Accurate product lines, including features, workflows, use cases, customer scenarios, support paths, and release changes • Attend product show-and-tell sessions, release reviews, training sessions, enablement sessions, and product demos • Review release notes, Product Hub updates, internal documentation, and other resources • Support repeatable product, workflow, configuration, and process questions from internal teams • Provide clear, consistent, and timely guidance within response-time expectations or service level agreements • Help prepare client-facing response language or talking points for review • Create, update, and maintain Product Hub content, FAQs, user guides, troubleshooting documentation, and workflow guidance • Test Accurate Ally after Product Hub updates to verify clear, accurate, and helpful answers • Track inquiries by source, type, product area, resolution path, escalation owner, and documentation opportunity • Route misdirected questions and escalate product decisions, roadmap context, client-specific exceptions, or strategic input 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 questions, customer pain points, documentation gaps, and support themes • Support customer meetings, product discussions, and demonstrations for Sales and Account Management as needed • Help close approved training and enablement gaps through documentation, training support, office hours, or other resources • 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

🎯 Requirements

• Experience with Accurate products, customer support, operations, implementation, or another internal function providing working knowledge of Accurate systems, workflows, customers, and support processes • Ability to apply existing internal knowledge while continuing to learn product features, workflows, release changes, customer use cases, and internal support paths • Self-directed learning mindset and ability to research answers, use available resources, ask thoughtful questions, and take initiative • Strong written and verbal communication skills • Strong organization and follow-through, including tracking inquiries and documenting findings • Good judgment about answering, documenting, routing, and escalating questions • Ability to work with Product Management and cross-functional partners • Comfort creating or updating internal documentation, FAQs, process guides, training materials, or support resources • Customer-focused mindset • Curiosity, adaptability, attention to detail, and willingness to keep learning • Exposure to product management, product analysis, product support, implementation, customer success, operations, solutions consulting, training, enablement, or related areas is preferred • Experience with internal, client-facing, support, or operational teams is preferred • Experience creating, editing, or maintaining documentation, training materials, knowledge base content, or support resources is preferred • Familiarity with complex product workflows, platform products, compliance-driven processes, vendor-supported products, integrations, or operational support models is helpful but not required

🏖️ Benefits

• Annual performance-based bonus, commission, or other variable pay plan eligibility • Medical insurance • Dental insurance • 401k • Fun, fast-paced environment • Room for growth • Diversity and inclusion commitment