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.
Skills Required
- Knowledge of contact center operations
- Ability to prioritize and triage ticketing resolutions
- Ability to provide troubleshooting and resolution steps
- Technical knowledge of Windows and macOS
- Familiarity with Chrome, Edge, and Safari
- Familiarity with iOS and Android
- Basic browser and operating system troubleshooting skills
- SQL and PostgreSQL knowledge
- Excellent written and oral communication skills
- Exceptional organizational and time management skills
- Ability to manage multiple concurrent projects
- Ability to work in a fast-paced, changing environment while maintaining accuracy and timeliness
- Leadership, negotiation, stakeholder credibility, and business-prioritization skills
- Familiarity with the IntouchCX business
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
