Hybrid Product Launch & Support Associate

athenahealth; Belfast (ME); Hybrid; USD 51,000 - 87,000; Full time

Benefits offered by this job

Commuter support

Employee assistance programs

Tuition assistance

Employee resource groups

Collaborative workspaces

Office dogs

Job summary

athenahealth in Belfast, ME is hiring for a role that blends customer support, operations, and product enablement to move offerings from alpha/beta to GA. The position reports to the Emerging Product Services, Support & Org Readiness Manager and operates in a hybrid work arrangement.

You will engage with customers and internal teams to resolve issues, optimize processes, and strengthen the customer experience, using established analytics and product documentation tools.

Qualifications

• 3+ years of professional experience or an equivalent combination of education and experience.
• 2+ years of experience in customer support, product operations, business operations, analytics, or project coordination preferred.
• Experience supporting customer issues or operational workflows using platforms such as Salesforce, Jira, Confluence, or similar tools.
• Ability to interpret basic support and operational data, identify patterns, and communicate findings using established reports and tools.
• Experience using AI-powered tools to support productivity, documentation, knowledge management, analysis, or customer support workflows.
• Ability to follow documented processes, ask effective questions, and partner with technical teams when an issue requires escalation.
• Experience creating or updating clear process and support documentation, such as SOPs, knowledge articles, support tickets, or user stories.
• Clear verbal and written communication skills, with the ability to explain product and process information to different audiences.
• Ability to balance multiple priorities, collaborate across teams, and learn quickly in a fast-paced environment.

Responsibilities

• Communicate with customers, project stakeholders, and team members to gather information and provide status updates.
• Triage and resolve routine to moderately complex customer and product issues and escalate when needed.
• Review support trends and metrics to identify recurring issues and suggest improvements.
• Develop knowledge of emerging products and support processes and share learnings with the team.
• Use AI-enabled tools to assist with documentation, knowledge management, and routine workflows.
• Create and update SOPs, knowledge articles, and escalation guidance.
• Capture customer pain points and product gaps and share findings with Product teams.
• Coordinate issue communication and track customer-impacting items through resolution.
• Suggest opportunities to reduce repetitive work and test improvements.

Skills

Customer support

Operations

Product enablement

Analytical skills

Tools

Salesforce

Jira

Confluence

Job description

athenahealth in Belfast, ME is hiring for a role that blends customer support, operations, and product enablement to move offerings from alpha/beta to GA. The position reports to the Emerging Product Services, Support & Org Readiness Manager and operates in a hybrid work arrangement.

You will engage with customers and internal teams to resolve issues, optimize processes, and strengthen the customer experience, using established analytics and product documentation tools.