Emerging Product Services, Associate

Emerging Product Services Associate

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. We are seeking an Emerging Product Services Associate to join our Emerging Product Services team within the Product Optimization organization at athenahealth. Your job will be to provide support for our emerging products and services, by responding to internal and external stakeholders, troubleshooting complex issues, executing on defined product deliverables, and providing timely resolutions. But enough about us. Let's talk about you.

You enjoy helping others and supporting customers. You love troubleshooting and problem solving. You want to roll your sleeves up, learn by doing, identify enhancements to product functionality, optimize support workflows, and improve the overall customer experience. The ideal candidate will demonstrate excellent attention to detail and thrive in an environment where you "own" a core set of support responsibilities, rotate through different product focus areas, and flex into additional opportunities as they arise.

The Team: The Emerging Product Services (EPS) team incubates new products and services by designing optimal enablement pathways, providing customer support, developing knowledge and known issue collateral, and surfacing gaps to Product, ensuring that new offerings are stable and "at scale" before handing off to Customer Success and Operations teams. This role may be tasked with supporting any new customer-facing features throughout alpha/beta. Recent examples include Ambient Notes, Dental, and e-fax.

Job Responsibilities:

• Troubleshoot and resolve customer reported questions and issues by replicating the end-user experience and researching online help resources
• Act as the voice of the client, anticipating pain points and identifying opportunities to improve support workflows
• Execute on SOPs for completing product delivery tasks, improving knowledge resources, notifying Product of issues, and maintaining a positive customer experience
• Assist in refining SOP documentation to improve the customer and stakeholder experience and optimize best practices
• Communicate project status, timelines, deliverables, and risks directly to manager, customers, and project stakeholders

Typical Qualifications:

• 3+ years of professional experience or equivalent combination of experience/education
• 2+ years of customer support, analytical and/or issue management experience preferred
• Proven problem solving and investigative skills that demonstrate willingness to take risks and drive outcomes
• Proficiency in navigating internal tools such as Salesforce, Confluence, and JIRA preferred
• Excellent verbal and written communication skills, including the ability to tailor communication based on audience
• Strong organizational and time management skills, ability to balance multiple competing priorities