{"id":3097280,"url":"https://alion.io/job/intouchcx-product-management-support-associate-4","title":"Product Management Support Associate","company":{"id":1795301,"name":"IntouchCX","domain":"intouchcx.com","url":"https://alion.io/company/intouchcx","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"A","score":85,"open_postings":60,"ghost_share":0,"stale_share":0.583,"repost_share":0,"time_to_fill_p50_days":56,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Product","role_family":"Product","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"PostgreSQL","optional":false},{"name":"Service Desk","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-06-09T08:00:00Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-11-05T04:22:42Z","board_verified":true,"closed_at":null,"days_open":148,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":148},"description":"About the Job\n\nThe 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.\n\nThe 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.\n\nAs a Product Management Support Associate, You Will…\nSupport the Product Team with rollouts and implementation of new products and features.\nUse your understanding of the business needs to implement support solutions.\nAct as the primary point of contact for supporting product end users.\nContribute to training implementation and communications for new product features and improvements.\nProvide hands-on support to end users through the Jira ticketing process and direct communication.\nGather and action feedback from end users to the Product team and other stakeholders\nSolicit ideas for new features and improvements.\nFlag bugs and business logic errors to the developers and Product Managers.\nCommunicate updates and fixes to users, including any required temporary workarounds\nEncourage the use of support channels and identify the need for any needed updates to product support.\nAssist with measuring the proficiency and usage of IntouchCX products by users and develop/execute plans to work to improve those metrics.\nWork closely with developers and Product Managers to understand how the products work, how they are changing, and what is in development.\nResponsible for primary support of bug tickets and callouts for Products from end-users.\nIdentify and flag potential bugs and business logic deficiencies for the product owner team.\nDocument process and best practices for product support handoff to the service desk\nCommunicate with stakeholders and users at all levels.\nAdvocate for our users to ensure the products are developed to best serve their day-to-day needs.\n\nAs a Product Management Support Associate, You Need…\nKnowledge of contact center operations, with a preference for those familiar with the IntouchCX business.\nAbility to prioritize and triage ticketing resolutions, including providing troubleshooting and resolution steps.\nTechnical knowledge, including familiarity with: \nWindows and MacOS\nChrome, Edge, and Safari\niOS and Android\nBasic browser and OS troubleshooting steps\nSQL/Postgresql\nExcellent communication skills, both written and oral.\nExceptional organizational and time management skills, including working on multiple concurrent projects.\nMotivated to help others thrive at work and able to maintain a positive attitude.\nAbility to work in a fast-paced, ever-changing environment while maintaining accuracy and timeliness.\nPossessing leadership skills with the ability to negotiate, gain credibility with stakeholders, and help prioritize business 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