What are the responsibilities and job description for the Product Specialist position at A.J. Boggs & Company?
Location: In Okemos (preferred), Ann Arbor or Remote. Reports to: Product Manager
We are seeking a dedicated Product Specialist to join our team and provide superior customer support for our online healthcare applications. This position provides vital support for our customers, ensuring each receives timely and efficient assistance with both technical and business-related issues. The ideal candidate will possess excellent communication skills, a strong understanding of technical support processes, proficiency with numbers, and an ability to work cross-functionally to address customer needs.
Key Responsibilities:
Customer Support
o Responds promptly to customer requests for support via email, phone, or chat, assisting with troubleshooting, software functionality, and user-related issues.
o Meets regularly with customers to review their needs and prepares customer requests for enhancements or system changes.
o Escalate support requests when appropriate to technical teams or product managers.
o Documents technical issues, resolutions, and bug reports in detail, providing clear steps for replication and troubleshooting.
o Tracks and manages support tickets, ensuring timely responses, and resolutions for all customer concerns.
Bug Reports & Feature Requests
o Collects, logs, and prioritizes customer-submitted bugs or issues, ensuring they are communicated to the product development team.
o Records and tracks feature requests, clearly documenting customer feedback, and submitting suggestions and issues to consider in future product releases.
Customer Relationship Management
o Builds strong, professional relationships with healthcare providers as you provide exceptional customer service and follow-up support.
o Maintains a thorough understanding of our company’s products, services, and policies to effectively assist customers.
o Identifies opportunities to improve our customers experience and work with internal teams in product and process improvements.
Business Support
o Assists customers with billing inquiries, providing clear and accurate explanations of invoices, pricing structures, and payment terms.
o Generates and sends invoices for services rendered or customized products delivered, ensuring accuracy and timeliness.
o Prepares status reports for customers regarding the progress of requests, customizations, or technical resolutions.
o Writes proposals and supporting documentation to outline new product features, solutions, or services tailored to customer needs.
Collaboration & Continuous Improvement
o Collaborates with cross-functional teams, including product development, sales and marketing to document customer insights and drive improvements.
o Stays “up to date” on product changes, releases, and industry trends to provide informed customer support.
Requirements
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Bachelor’s degree or equivalent work experience in a related field.
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Proven experience in customer support, technical support, or similar roles, preferably in a organizations supporting software or healthcare-related services.
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Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
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Strong problem-solving skills and the ability to troubleshoot technical issues.
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Proficiency in using customer support software (e.g., Zendesk, Freshdesk, etc.) and ticketing systems.
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Knowledge of healthcare provider workflows and terminology is a plus.
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Detail-oriented with excellent organizational skills.
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Ability to work independently and manage multiple tasks in a fast-paced environment.
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Basic understanding of billing and invoicing processes is preferred.
- Experience writing various types of documents, such as proposals, status reports, and user guides is a plus.
This description is designed to provide a comprehensive overview of the role, but responsibilities may evolve as the company grows and as new needs arise.
Benefits
Here are some of our benefits:
Group Medical, Dental, Life, HSA/FSA, and Vision Insurance
SIMPLE IRA Accounts with an immediate vesting of 3% company match
Paid company holidays and personal days
Partial Internet and mobile phone expense reimbursement
Professional development opportunities
Great culture with excellent teams, collaborative, smart working, and innovative
LOCATION & WORK ENVIRONMENT
This position is full-time and offers a remote work arrangement. The candidate selected must be willing to work at our Okemos, Michigan offices one week per quarter. Additional travel is usually during the business day, but some out-of-area and overnight travel (0-25%) may be expected to represent our company at events and trade shows.
At A.J. Boggs, we embrace a positive work environment by demonstrating cultural awareness, flexibility, collaboration, and creativity. We are committed to equal opportunity in employment and fostering a diverse and inclusive work culture. For more information, visit www.ajboggs.com/careers
Why Join Us?
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Be part of a dynamic and growing team supporting healthcare providers who rely on our technology to improve patient care.
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Opportunity for professional development and growth within the company.
- Flexible schedule in a collaborative and supportive environment.
If you're passionate about helping healthcare professionals through exceptional customer service and are looking to join a forward-thinking tech company, we'd love to hear from you!
At AJ Boggs, we embrace a positive work environment by demonstrating cultural awareness, flexibility, collaboration, and creativity. We are committed to equal opportunity in employment and fostering a diverse and inclusive work culture.
I the office 4 days a week.
Salary : $60,000 - $90,000