Job Description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

The Product Management Support Associate serves as a critical bridge between our technology solutions and end users. This role involves troubleshooting technical challenges, managing smooth product rollouts, and ensuring our tools effectively drive business success through proactive support and clear, consistent communication.

The Product Management team oversees a diverse suite of technology solutions within IntouchCX and serves as the primary liaison among business stakeholders, end users, and development teams. We are a team passionate about solving problems, strategic planning, and leveraging technology to achieve business goals. We look for collaborative individuals who enjoy technical troubleshooting and are eager to help others thrive by optimizing our software's impact.

As a Product Management Support Associate, You Will…

• Support the Product Team with rollouts and implementation of new products and features.
• Use your understanding of the business needs to implement support solutions.
• Act as the primary point of contact for supporting product end users.
• Contribute to training implementation and communications for new product features and improvements.
• Provide hands-on support to end users through the Jira ticketing process and direct communication.
• Gather and action feedback from end users to the Product team and other stakeholders
• Solicit ideas for new features and improvements.
• Flag bugs and business logic errors to the developers and Product Managers.
• Communicate updates and fixes to users, including any required temporary workarounds
• Encourage the use of support channels and identify the need for any needed updates to product support.
• Assist with measuring the proficiency and usage of IntouchCX products by users and develop/execute plans to work to improve those metrics.
• Work closely with developers and Product Managers to understand how the products work, how they are changing, and what is in development.
• Responsible for primary support of bug tickets and callouts for Products from end-users.
• Identify and flag potential bugs and business logic deficiencies for the product owner team.
• Document process and best practices for product support handoff to the service desk
• Communicate with stakeholders and users at all levels.
• Advocate for our users to ensure the products are developed to best serve their day-to-day needs.

As a Product Management Support Associate, You Need…

• Knowledge of contact center operations, with a preference for those familiar with the IntouchCX business.
• Ability to prioritize and triage ticketing resolutions, including providing troubleshooting and resolution steps.
• Technical knowledge, including familiarity with:
◦ Windows and MacOS
◦ Chrome, Edge, and Safari
◦ iOS and Android
◦ Basic browser and OS troubleshooting steps
◦ SQL/Postgresql
• Excellent communication skills, both written and oral.
• Exceptional organizational and time management skills, including working on multiple concurrent projects.
• Motivated to help others thrive at work and able to maintain a positive attitude.
• Ability to work in a fast-paced, ever-changing environment while maintaining accuracy and timeliness.
• Possessing leadership skills with the ability to negotiate, gain credibility with stakeholders, and help prioritize business needs.