Product Support Specialist

When you join Accurate Background, you’re an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.

Job Description:

Role Overview 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…