Product Support Specialist

ParetoHealth; Philadelphia (Philadelphia County); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Product Specialist to support the Product Management team in Philadelphia. This role involves maintaining the help desk, QA checks, launch preparations, and creating documentation while providing a pathway for growth into a Product Manager position. Ideal candidates are organized, eager learners with strong communication skills and a desire to develop in product management.

Qualifications

• 0–2 years of experience in operations, help desk management, QA/testing.
• Excellent written and verbal communication.
• Demonstrated ability to learn new software tools quickly.

Responsibilities

• Triage help tickets and execute test plans.
• Coordinate launch checklists and monitor post-launch impact.
• Author and maintain internal documentation and user guides.

Skills

Organized

Detail-oriented

Collaborative communication

Problem-solving

Education

Bachelor’s degree in Business, Computer Science, or related field

Tools

Zendesk

Jira

Salesforce

Job description

Philadelphia, Pennsylvania, United States

We’re in this for the greater good at ParetoHealth. Our mission is collective greatness, nothing less will do. Our team is a single force united in the drive to transform employee health benefits.

The company was founded in 2011 to help small and medium-sized businesses fight the rising cost of employee health benefits. We blazed the trail with financing innovations that reduce the risks in self-insurance and deliver significant savings—and we continue to lead with a growing ecosystem of partners and world-class cost control solutions.

But success is measured by more than dollars alone and we measure ours by the good that comes from knowing that every client and all their employees can count on effective, affordable healthcare for years to come.

Position Summary:

Reporting to a Principal Product Manager, theProduct Specialist will be the glue that keeps our help desk, QA, launch readiness, and documentation machine humming. You’ll be a key partner to Product Managers and Engineers—triaging help tickets, executing test plans, assisting with launch checklists, and building out customer-facing guides. This role is a training ground for someone who wants to grow into a Product Manager. You’ll learn every stage of our product lifecycle, with structured mentorship and real responsibility from day one.

Key Responsibilities:

• Help Desk & Issue Triage
  You’re our first line of defense. You’ll monitor incoming issues, triage them, route tickets to the right place, and stay on top of them. When needed, you’ll gather extra context from internal stakeholders or clients so nothing slips through the cracks.
• Quality Assurance & Testing
  You’ll partner with Engineering and Product to build test plans and validate each release. Craft test cases, log defects, and verify fixes—ensuring each feature meets our high standards.
• Launch Preparation & Post-Launch Support
  From drafting release notes to coordinating trainings to setting up ways to measure post-release impact, you’ll execute launch checklists with precision. After go-live, you’ll monitor core metrics, collect user feedback, and escalate critical issues to the right places.
• Documentation & Knowledge Base
  You’ll author and maintain internal playbooks—triage guides, QA procedures, and retrospective templates. You’ll also help build content: quick-start guides, FAQs, and tutorials that empower users to get the most value from Pareto’s tools.

Who You Are:

• Eager to learn. You’re passionate about product development and see yourself growing into a full Product Manager role over time.
• Organized & detail-oriented. You juggle tickets, test cases, and docs without dropping the ball.
• Collaborative communicator. You ask the right questions, escalate when needed, and obsess over keeping everyone in the loop and informed—technical or non-technical.
• Technically curious. You’ve used ticketing systems (Zendesk, Jira) and CRMs (Salesforce) and pick up new tools quickly.
• Problem-solver. You break down complex issues into concrete steps, work cross-functionally to find answers, and prioritize which problems to solve first.

Required Skills & Qualifications:

• Bachelor’s degree in Business, Computer Science, Information Systems, or a related field—or equivalent hands-on experience in help desk, QA, or support.
• 0–2 years of experience in operations, help desk management, QA/testing, or another related area.
• Excellent written and verbal communication—whether you’re writing a test case or updating a knowledge-base article, clarity is your superpower.
• Demonstrated ability to learn new software tools within weeks (or days).
• A passion for Pareto’s core values: Fire in the Belly, For the Greater Good, See the Field, and Get It Done Right.

We are guided by our values:

Fire in the belly

The drive to learn, to improve, and to deliver outstanding value everyday.

See the field

The ability to see the big picture and prepare to meet tomorrow’sneeds.

Get it done right

The passion to produce at higher rates and to the higheststandards.

For the greater good

A united community creating better health benefit solutions forall.

Disclosures:

ParetoHealth is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. These activities include, but are not limited to, hiring and firing of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all members of our staff, clients, volunteers, subcontractors, vendors, and clients.

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