CrawlJobs Logo
Carex Consulting Group Logo Carex Consulting Group · IT - Software Development

Support Operations Documentation Consultant

United States, Madison · Job Posted January 18, 2026
Apply Position
Job Link Share

Job Description

Carex is partnering with a healthtech startup partner to find a Support Operations Documentation Consultant for a fully remote, 6-month contract. This role is exclusively focused on improving the onboarding experience and operational documentation for a fast-paced Support team. The ideal candidate brings a strong technical foundation, sharp documentation skills, and the ability to work cross-functionally to drive support scalability and excellence. A passion for healthcare IT and customer experience, combined with a proactive, detail-oriented mindset, will be key to success in this role. CST or EST time zones are strongly preferred.

Job Responsibility

  • Lead the creation and ongoing refinement of onboarding and training documentation for the Support Engineering team
  • Develop and maintain detailed Support SOPs that define internal processes and customer experience expectations
  • Collaborate closely with Product teams to produce and update comprehensive troubleshooting guides for each product offering
  • Identify high-impact support topics and write customer-facing knowledge base articles designed to reduce case volume and enhance self-service
  • Conduct workflow observations and independently surface documentation gaps or inefficiencies in the current support process
  • Draft SOPs and process materials for newly implemented support workflows to ensure clarity, scalability, and alignment with organizational goals
  • Partner cross-functionally with Engineering, Product, and Support teams to gather context and translate technical processes into actionable, scalable documentation
  • Bring structure and strategy to internal documentation systems and play a critical role in onboarding success and operational efficiency

Requirements

  • 5+ years of experience in technical customer support, with at least 2 years in Healthcare IT environments
  • Proven experience in technical writing, particularly for support teams and customer-facing knowledge bases
  • Strong troubleshooting abilities, including interpreting error logs and understanding system-level interactions
  • Clear, structured communication skills with a collaborative, customer-first mindset
  • Proficiency with tools like DataDog, LaunchDarkly, and Salesforce, and familiarity with common ticketing systems
  • Experience working with or supporting healthcare platforms (e.g., Epic, Cerner, or similar)
  • Demonstrated ability to work independently, propose improvements, and own documentation processes from start to finish
  • Background in systems engineering or support operations with a proven track record of process development and implementation
  • Comfortable working in Agile or Scrum environments, and cross-functionally across Engineering, Product, and Support
Carex Consulting Group - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

Support Operations Documentation Consultant

8 matching positions

New

Global Rental Operations Consultant

Location
Location
Philippines , Clark Freeport Zone, Pampanga
Salary
Salary:
Not provided
wyndhamdestinations.com Logo
Wyndham Destinations
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • High School Diploma or equivalent required
  • Bachelor’s degree preferred
  • Experience working within reservation, travel, hospitality, vacation ownership, or customer support operations
  • Experience navigating reservation systems and related operational platforms
  • Strong customer service, communication, and de-escalation skills
  • Ability to research issues, coordinate resolution, and manage cases across multiple systems
  • Strong attention to detail and organizational skills
  • Ability to manage multiple priorities in a fast-paced, queue-driven environment
  • Intermediate proficiency with Microsoft Office (Outlook, Excel, Word, Teams)
Job Responsibility
Job Responsibility
  • Act as main contact for customer, member, and partner inquiries
  • Manage communications (inbound/outbound) and provide updates
  • Own cases from start to resolution with cross-team collaboration
  • Document all interactions and resolutions properly
  • Manage guest relocations due to overbooking or disruptions
  • Arrange alternative accommodations and rebookings
  • Apply compensation per guidelines and track recovery costs
  • Ensure service continuity and customer satisfaction
  • Investigate complex issues (reservation, payment, system)
  • Identify root causes and recommend solutions
What we offer
What we offer
  • Career advancement and training opportunities
  • Rewards & Recognition
  • Competitive Health insurance with Dental Coverage
  • Discounted hotel and resort stay at Wyndham properties
  • E learning Courses
  • A fun and fantastic work environment that includes exciting activities and Events
  • Occupational Health and Safety Compliant Workplace
  • Shuttle Services
  • Fulltime
Read More
Arrow Right
New

Global Rental Operations Consultant

We Put the World on Vacation. Travel + Leisure Co. is the world’s leading vacati...
Location
Location
Philippines , Clark Freeport Zone, Pampanga
Salary
Salary:
Not provided
wyndhamdestinations.com Logo
Wyndham Destinations
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • High School Diploma or equivalent required
  • Bachelor’s degree preferred
  • Experience working within reservation, travel, hospitality, vacation ownership, or customer support operations
  • Experience navigating reservation systems and related operational platforms
  • Strong customer service, communication, and de-escalation skills
  • Ability to research issues, coordinate resolution, and manage cases across multiple systems
  • Strong attention to detail and organizational skills
  • Ability to manage multiple priorities in a fast-paced, queue-driven environment
  • Intermediate proficiency with Microsoft Office (Outlook, Excel, Word, Teams)
Job Responsibility
Job Responsibility
  • Act as main contact for customer, member, and partner inquiries
  • Manage communications (inbound/outbound) and provide updates
  • Own cases from start to resolution with cross-team collaboration
  • Document all interactions and resolutions properly
  • Manage guest relocations due to overbooking or disruptions
  • Arrange alternative accommodations and rebookings
  • Apply compensation per guidelines and track recovery costs
  • Ensure service continuity and customer satisfaction
  • Investigate complex issues (reservation, payment, system)
  • Identify root causes and recommend solutions
What we offer
What we offer
  • Career advancement and training opportunities
  • Rewards & Recognition
  • Competitive Health insurance with Dental Coverage
  • Discounted hotel and resort stay at Wyndham properties
  • E learning Courses
  • A fun and fantastic work environment that includes exciting activities and Events
  • Occupational Health and Safety Compliant Workplace
  • Shuttle Services
  • Fulltime
Read More
Arrow Right
New

Partner Support Consultant

At Stonebridge Mortgage Solutions, we’re expanding our IT Services function and ...
Location
Location
United Kingdom , Basildon
Salary
Salary:
Not provided
jobs.360resourcing.co.uk Logo
360 Resourcing Solutions
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience in a fast‑paced, ITIL‑aligned IT support environment
  • Background in service desk, helpdesk, or application support
  • Strong troubleshooting and problem‑solving skills
  • Excellent communication across phone, webchat, and email
  • Ability to prioritise effectively and manage competing demands
  • High attention to detail and strong documentation skills
  • Ability to work independently while contributing to a collaborative team
  • Able to fully satisfy the pre-employment screening process, which comprises code of conduct, right to work, identity, 5 years referencing, AML, credit screen, financial sanctions and DBS checks
Job Responsibility
Job Responsibility
  • Delivering high‑quality support across phone, webchat, and ticketing channels
  • Troubleshooting platform, access, and system issues
  • Managing and prioritising incidents and service requests to meet SLAs
  • Handling complex queries and supporting escalations
  • Ensuring clear, professional communication with users and internal teams
  • Maintaining accurate ticket documentation and following ITIL‑aligned processes
  • Identifying recurring issues and contributing to service improvements
  • Supporting incident and problem management, including root‑cause analysis
  • Creating and maintaining knowledge articles and user guides
  • Assisting with UAT and release testing
What we offer
What we offer
  • Great company culture built on openness, collaboration, and support
  • Competitive salary and performance‑related bonus (non‑contractual)
  • 22 days annual leave plus your birthday off, and up to 3 additional days for length of service
  • Company pension with optional matched contributions up to 1.5%
  • Hybrid working with flexibility to work from home
  • Free breakfast, lunch, snacks, and drinks when working in the office
  • 2 volunteering days and 1 team volunteering day each year
  • 2 half‑days of paid ‘me time’ to support mental and physical wellbeing
  • Employee engagement activities, recognition schemes, and retail discounts
  • Salary sacrifice schemes (home tech, cycle to work, pension)
  • Fulltime
Read More
Arrow Right

Senior Support Consultant

Join 3Shape as Senior Support Consultant! We are looking for a Senior Support Co...
Location
Location
India , Mumbai
Salary
Salary:
Not provided
3shape.com Logo
3Shape
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Minimum 4–5 years of experience in Customer Support, Technical Support, Sales Operations, or related functions within an international company and multicultural environment
  • Strong working knowledge of Microsoft Office applications (particularly Excel), CRM systems, and reporting tools
  • Experience in data analysis, reporting, dashboard creation, and business performance monitoring
  • Solid understanding of computer systems and technical troubleshooting
  • Excellent verbal and written communication skills in English (Upper-Intermediate level or higher)
  • Strong customer-oriented mindset with the ability to actively listen and ask the right questions
  • Proven problem-solving, logical thinking, analytical, and decision-making skills
  • Ability to multitask, prioritize competing responsibilities, work under pressure, and remain result-oriented
  • Empathetic, proactive, detail-oriented, and highly organized approach to work
  • Strong aspiration for self-development and eagerness to learn new technologies, business processes, and analytical tools
Job Responsibility
Job Responsibility
  • Provide high-quality and efficient technical support for 3Shape hardware (3D scanners) and software through online sessions, telephone, email, and occasional on-site events
  • Manage customer support cases by collecting all relevant information in line with company procedures and accurately documenting cases in the CRM system
  • Troubleshoot technical issues using logical and analytical problem-solving approaches
  • Collaborate with internal teams and escalate customer feedback, issues, and improvement suggestions to relevant departments
  • Ensure timely follow-up and resolution of customer queries to maintain high customer satisfaction levels
  • Act as a senior point of contact for complex customer issues, providing guidance and support to team members when required
  • Support global Sales Operations activities by collaborating with regional and global sales teams to ensure data accuracy, process compliance, and operational efficiency
  • Prepare, analyze, and maintain sales performance reports, dashboards, and business insights to support decision-making and drive business growth
  • Assist in sales analytics initiatives, including trend analysis, performance tracking, forecasting support, and identification of improvement opportunities
What we offer
What we offer
  • Opportunity to contribute to market-leading technology products used by customers worldwide
  • Exposure to global sales operations, business analytics, and cross-functional collaboration
  • A professional, friendly, and supportive work environment
  • Continuous professional growth, training, and development opportunities
  • The chance to become part of a successful global 3Shape team based in India
  • Fulltime
Read More
Arrow Right

Partner Support Consultant

At Stonebridge Mortgage Solutions, we’re expanding our IT Services function and ...
Location
Location
United Kingdom , Derby
Salary
Salary:
Not provided
jobs.360resourcing.co.uk Logo
360 Resourcing Solutions
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience in a fast-paced, ITIL-aligned IT support environment
  • Background in service desk, helpdesk, or application support
  • Strong troubleshooting and problem-solving skills
  • Excellent communication across phone, webchat, and email
  • Ability to prioritise effectively and manage competing demands
  • High attention to detail and strong documentation skills
  • Ability to work independently while contributing to a collaborative team
  • Able to fully satisfy the pre-employment screening process, which comprises code of conduct, right to work, identity, 5 years referencing, AML, credit screen, financial sanctions and DBS checks
Job Responsibility
Job Responsibility
  • Delivering high-quality support across phone, webchat, and ticketing channels
  • Troubleshooting platform, access, and system issues
  • Managing and prioritising incidents and service requests to meet SLAs
  • Handling complex queries and supporting escalations
  • Ensuring clear, professional communication with users and internal teams
  • Maintaining accurate ticket documentation and following ITIL-aligned processes
  • Identifying recurring issues and contributing to service improvements
  • Supporting incident and problem management, including root-cause analysis
  • Creating and maintaining knowledge articles and user guides
  • Assisting with UAT and release testing
What we offer
What we offer
  • Great company culture built on openness, collaboration, and support
  • Competitive salary and performance-related bonus (non-contractual)
  • 22 days annual leave plus your birthday off, and up to 3 additional days for length of service
  • Company pension with optional matched contributions up to 1.5%
  • Hybrid working with flexibility to work from home
  • Free breakfast, lunch, snacks, and drinks when working in the office
  • 2 volunteering days and 1 team volunteering day each year
  • 2 half-days of paid ‘me time’ to support mental and physical wellbeing
  • Employee engagement activities, recognition schemes, and retail discounts
  • Salary sacrifice schemes (home tech, cycle to work, pension)
  • Fulltime
Read More
Arrow Right

Business Consultant Support Engineer

Provide regional developer support for approved AI development tools within the ...
Location
Location
India , Bangalore
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 2+ years of hands-on experience using AI-assisted development tools in a professional software development environment
  • Practical experience with tools such as Claude Code, GitHub Copilot, or comparable AI developer tools
  • Experience supporting developer tooling, developer workflows, or internal engineering platforms
  • Strong troubleshooting skills across setup, access, permissions, integrations, and workflow issues
  • Working knowledge of Git-based development workflows, CLI tooling, and standard SDLC practices
  • Ability to support high-volume onboarding and communicate clearly with engineers and stakeholders
  • Strong written documentation and reporting skills
  • Willingness to work onsite from the Bangalore client office
Job Responsibility
Job Responsibility
  • Provide day-to-day support for approved AI development tools during BAU rollout and expansion in the APAC window
  • Support onboarding, enablement, and access provisioning for newly approved tool users
  • Troubleshoot usage issues, workflows, and integrations
  • escalate defects and systemic issues as needed
  • Own strong regional handoffs to adjacent time zones as part of the global support model
  • Support rollout of newly onboarded tools released during Q3/Q4 after approvals are complete
  • Produce operational updates on adoption progress, common issues, and recurring support trends
  • Fulltime
Read More
Arrow Right

Medicaid Claims Operations Consultant

The Medicaid Claims Operations Consultant provides coordination and support for ...
Location
Location
United States , Montgomery
Salary
Salary:
110625.00 - 175000.00 USD / Year
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • A minimum of ten (10) years of experience with medium-to-large-sized healthcare IT programs
  • A minimum of five (5) years’ recent experience in MMIS operations specifically, in Claims processing lifecycle, provider management, mailroom operation and call centers. reimbursement and financial operations, with a preference for experience with Interchange
  • Demonstrated experience in system transition or platform replacement (data center to cloud) and vendor transition (incumbent to new vendor)
  • Bachelor’s degree, or equivalent work experience
Job Responsibility
Job Responsibility
  • Provide operational advice to the Agency for the transition to the new CPMS and ongoing for the implementation of major changes affecting MES operations. Focusing on readiness for claims processing, payment cycles, provider enrollments and business continuity
  • Advise program and project leadership on operational readiness, phase gate reviews, risks, and go-live considerations. focusing on readiness for claims processing, payment cycles, provider enrollments and business continuity
  • Review and advise on MMIS change pipeline to ensure alignment with operational processes to minimize disruption
  • Work with Program Managers and Certification Lead to stay aligned and assist in getting UAT complete to prepare for a successful ORR
  • Support cross-module coordination by identifying operational dependencies and gaps impacting transition readiness
  • Support post-production certification efforts related to operations
  • Act as the primary functional liaison between the Agency, incumbent MMIS contractor, EDS contractor, and CPMS contractor on operational matters
  • Review and comment on relevant schedules and deliverables
  • Identify Risk, Issues, Action Items, and Decisions
  • Manage scope, quality, and stakeholder communication
What we offer
What we offer
  • Medical, dental, and vision insurance with an employer contribution
  • Flexible spending or health savings account
  • Life and AD&D insurance
  • Short and long term disability coverage
  • Paid time off
  • Employee assistance
  • Participation in a 401k program with company match
  • Additional voluntary or legally-required benefits
  • Fulltime
Read More
Arrow Right

Partner Support Consultant

As a Partner Support Consultant, you’ll be the first point of contact for our Ap...
Location
Location
United Kingdom , Basildon
Salary
Salary:
Not provided
jobs.360resourcing.co.uk Logo
360 Resourcing Solutions
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience in a fast‑paced, ITIL‑aligned IT support environment
  • Background in service desk, helpdesk, or application support
  • Strong troubleshooting and problem‑solving skills
  • Excellent communication across phone, webchat, and email
  • Ability to prioritise effectively and manage competing demands
  • High attention to detail and strong documentation skills
  • Ability to work independently while contributing to a collaborative team
  • Able to fully satisfy the pre-employment screening process, which comprises code of conduct, right to work, identity, 5 years referencing, AML, credit screen, financial sanctions and DBS checks
Job Responsibility
Job Responsibility
  • Delivering high‑quality support across phone, webchat, and ticketing channels
  • Troubleshooting platform, access, and system issues
  • Managing and prioritising incidents and service requests to meet SLAs
  • Handling complex queries and supporting escalations
  • Ensuring clear, professional communication with users and internal teams
  • Maintaining accurate ticket documentation and following ITIL‑aligned processes
  • Identifying recurring issues and contributing to service improvements
  • Supporting incident and problem management, including root‑cause analysis
  • Creating and maintaining knowledge articles and user guides
  • Assisting with UAT and release testing
What we offer
What we offer
  • Great company culture built on openness, collaboration, and support
  • Competitive salary and performance‑related bonus (non‑contractual)
  • 22 days annual leave plus your birthday off, and up to 3 additional days for length of service
  • Company pension with optional matched contributions up to 1.5%
  • Hybrid working with flexibility to work from home
  • Free breakfast, lunch, snacks, and drinks when working in the office
  • 2 volunteering days and 1 team volunteering day each year
  • 2 half‑days of paid ‘me time’ to support mental and physical wellbeing
  • Employee engagement activities, recognition schemes, and retail discounts
  • Salary sacrifice schemes (home tech, cycle to work, pension)
  • Fulltime
Read More
Arrow Right