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Product Support Agent

icon building Company : Goosehead Insurance Agency
icon briefcase Job Type : Full Time
icon geo-alt Westlake

Job Description - Product Support Agent

  • Responding to Feedback: Triage feedback from Aviator, QTI, Digital Agent, and the Mobile App, responding directly when issues are invalid or already resolved.
  • Issue Management: Identify recurring issues, track them, and create development tickets with the appropriate priority and urgency.
  • Collaboration with PMs: Provide regular insights and updates to Product Managers on the nature and volume of feedback received, ensuring product teams understand user pain points.
  • Feature Awareness: Stay up-to-date with newly released features, ensuring the team has an in-depth understanding of new functionalities to validate incoming feedback accurately.
  • Voice of the Customer: Act as the representative for end-users during product development discussions, providing insights into common issues and feature requests to guide design and prioritization decisions.
  • Troubleshooting: Diagnose and resolve technical issues related to product functionality, usage, and performance.
  • Continuous Improvement: Stay updated on product changes, industry trends, and best practices in customer support.
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