Product Management Support Associate

IntouchCX; Mabalacat; On-site; PHP 335,000 - 670,000; Full time

Job summary

IntouchCX is seeking a Product Management Support Associate to bridge technology solutions with end users. You will troubleshoot issues, support product rollouts, and ensure tools drive business success through clear, proactive communication.

You will work with product managers and developers, triage feedback via Jira, and help train teams on new features. This role suits someone who enjoys problem solving and helping others thrive in a fast-paced environment.

Qualifications

• Knowledge of contact center operations and IntouchCX familiarity.
• Ability to prioritize and triage ticket resolutions with troubleshooting steps.
• Technical familiarity across Windows, macOS, browsers (Chrome/Edge/Safari), iOS and Android.
• Basic browser and OS troubleshooting.
• SQL and PostgreSQL knowledge.
• Excellent written and verbal communication.
• Strong organizational and time management skills.
• Motivated to help others thrive in a fast-paced environment.
• Leadership skills to negotiate and align stakeholders.

Responsibilities

• 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 features.
• 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 plans to improve those metrics.
• Work closely with developers and Product Managers to understand how the products work 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.

Skills

Troubleshooting

Ticket triage

Communication

Time management

Leadership

Multitasking

Problem solving

Tools

SQL

PostgreSQL

Job description

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.