Product Support Agent
About The Position
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. Since 2003, Goosehead has been changing the face of the insurance industry and making the search for great coverage a piece of cake. We’re committed to finding the best policies and rates, and that starts with our team. Our people are smart, inclusive, hungry for success, and strive everyday to win. There is noble purpose in all our efforts. The work we do matters. Not only are we fixing a broken industry, we get to win professionally and financially while doing it. If you think you have what it takes to grow with our company, we would love to meet you. Not finding the right fit? Let us know you're interested in a future opportunity by clicking Get Started below or create an account by clicking 'Sign In' at the top of the page to set up email alerts as new job postings become available that meet your interest!
Responsibilities
- Triage feedback from Aviator, QTI, Digital Agent, and the Mobile App, responding directly when issues are invalid or already resolved.
- Identify recurring issues, track them, and create development tickets with the appropriate priority and urgency.
- Provide regular insights and updates to Product Managers on the nature and volume of feedback received, ensuring product teams understand user pain points.
- Stay up-to-date with newly released features, ensuring the team has an in-depth understanding of new functionalities to validate incoming feedback accurately.
- 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.
- Diagnose and resolve technical issues related to product functionality, usage, and performance.
- Stay updated on product changes, industry trends, and best practices in customer support.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
