Product Management Support Associate

IntouchCX; Morong; On-site; PHP 1,519,756 - 2,127,659; Full time

Job summary

IntouchCX in Morong, Philippines is looking for a Product Management Support Associate to bridge technology solutions and end users. The role involves troubleshooting, managing product rollouts, and ensuring effective business tools through communication and support.

Ideal candidates will have knowledge of contact center operations, strong technical skills with various platforms, and excellent communication abilities. Join a dynamic team to help improve user experiences and product functionality.

Qualifications

• Knowledge of contact center operations and familiarity with IntouchCX business.
• Ability to prioritize and triage ticketing resolutions.
• Technical knowledge of basic troubleshooting steps.

Responsibilities

• Support the Product Team with rollouts and implementation.
• Act as the primary contact for supporting product end users.
• Gather and act on feedback from end users and stakeholders.

Skills

Knowledge of contact center operations

Technical knowledge (Windows, macOS)

Excellent communication skills

Organizational skills

Leadership skills

Tools

SQL/PostgreSQL

Jira

Job description

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we have built trusted long‑term partnerships and empowered our people to drive positive change.

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.

Responsibilities

• Support the Product Team with rollouts and implementation of new products and features.
• Use your understanding of 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 act on feedback from end users and other stakeholders.
• Solicit ideas for new features and improvements.
• Flag bugs and business logic errors to 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 updates to product support.
• Assist with measuring the proficiency and usage of IntouchCX products by users, and develop and execute plans to improve those metrics.
• Work closely with developers and Product Managers to understand how products work, evolve, and what is in development.
• Provide primary support for 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 users to ensure products are developed to best serve their day‑to‑day needs.

Qualifications

• Knowledge of contact center operations and familiarity with IntouchCX business.
• Ability to prioritize and triage ticketing resolutions, providing troubleshooting and resolution steps.
• Technical knowledge, including familiarity with Windows, macOS, Chrome, Edge, Safari, iOS, Android, basic browser and OS troubleshooting steps, and SQL/PostgreSQL.
• Excellent written and oral communication skills.
• Exceptional organizational and time‑management skills, including working on multiple concurrent projects.
• Motivation to help others thrive at work and ability to maintain a positive attitude.
• Ability to work in a fast‑paced, ever‑changing environment while maintaining accuracy and timeliness.
• Leadership skills with ability to negotiate, gain credibility with stakeholders, and prioritize business needs.