Product Support Specialist

Product Support Specialist

EnableComp provides Specialty Revenue Cycle Management solutions for healthcare organizations, leveraging over 24 years of industry-leading expertise and its unified E360 RCM™ intelligent automation platform to improve financial sustainability for hospitals, health systems, and ambulatory surgery centers (ASCs) nationwide. By partnering with clients to supercharge the reimbursement process, EnableComp removes the burden of payment from patients and provider organizations while enabling accelerated cash, higher and more accurate yield, clean AR management, reduced denials, and data-rich performance management. EnableComp is a multi-year recipient the Top Workplaces award and was recognized as Black Book's #1 Specialty Revenue Cycle Management Solution provider in 2024 and is among the top one percent of companies to make the Inc. 5000 list of the fastest-growing private companies in the United States for the last eleven years.

The Product Support Specialist is responsible for owning and resolving product-related support requests, serving as a key liaison between Operations, Product, Implementation, and Technology teams. This role manages the full lifecycle of support tickets, ensuring timely, accurate, and high-quality resolution in alignment with established service level expectations. The Product Support Specialist conducts research, validates findings, and exercises sound judgment in troubleshooting issues, and determining appropriate escalation for resolution. This role also supports post-implementation stability, identifies recurring issues, and supports product performance and operational effectiveness.

Key Responsibilities

• Own the full lifecycle of assigned product support tickets, including intake, documentation, research, and closure.
• Ensure support requests meet defined service level agreements (SLAs) for response time, quality, and resolution.
• Partner with Operations, Product, Implementation, and Technology teams to troubleshoot and resolve product-related issues.
• Support post-implementation stabilization by identifying defects, resolving issues, and escalating appropriately.
• Conduct research and analysis using internal systems, vendor portals, and claim data to support issue resolution and internal inquiries.
• Support Account Management and Operations with product-related research and findings.
• Participate in user acceptance testing (UAT) and validation of product enhancements from a support and operational perspective.
• Identify recurring issues or trends and communicate insights to Product and leadership.
• Utilize Jira and approved tools, including AI-enabled tools, to manage tickets, document work, and follow defined workflows.
• Apply sound judgment & use of independent judgement and discretion as it relates to escalation frameworks and responsibilities detailed above.
• Other duties as required

Requirements and Qualifications

• Bachelor's degree in computer science, business, healthcare administration or related other field preferred.
• 1-2 years' experience with complex claims and IT systems.
• Strong computer proficiency and expertise in basic office applications, including MS Office (Word, Excel, and Outlook).
• Timely and regular attendance.
• Equivalent combination of education and experience will be considered
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Special Considerations and Prerequisites

• Practices and adheres to EnableComp's Core Values, Vision and Mission.
• Proven experience writing business requirements and/or creating business rule specifications.
• Ability to thrive in a fast-paced environment while managing multiple projects with competing priorities successfully.
• Demonstrated experience coordinating and managing initiatives, small projects among business operations and IT staff.
• Highly organized and possesses excellent communication skills.
• Superior analytical and problem-solving skills.

EnableComp is an Equal Opportunity Employer M/F/D/V. All applicants will be considered for this position based upon experience and knowledge, without regard to race, color, religion, national origin, sexual orientation, ancestry, marital, disabled or veteran status. We are committed to creating and maintaining a workforce environment that is free from any form of discrimination or harassment.

EnableComp recruits, develops and retains the industry's top talent. As the employer of choice in the complex claims industry, EnableComp takes pride in our continuous commitment to building and maintaining a culture centered around fostering the professional growth and development of our people. We believe that investing in our employees is the key to our success, and we are dedicated to providing them with the tools, resources, and support they need to thrive and grow their career here. At EnableComp, we are committed to living up to our core values each and every day, and we believe that this commitment is what sets us apart from other companies. If you are looking for a company that values its employees and is dedicated to helping them achieve their full potential, then EnableComp is the place for you.

Don't just take our word for it! Hear what our people are saying:

"I love my job because everyone shares the same vision and is determined and dedicated. People care about you as a person and your professional growth. There is a genuine spirit of cooperation and shared goals all revolving around helping each other." – Revenue Specialist

"I enjoy working for EnableComp because of the Core Values we believe in. EnableComp stands true to these values from empowering employees to ecstatic clients. This company is family oriented and flexible, along with understanding the balance of work, life, and fun." – Supervisor, Operations