Product Support Specialist
You'll join the Product Support team providing technical support to B2B customers. You'll answer questions, troubleshoot issues, and help customers focus on growing their business. You'll enjoy challenges, skill growth, and keeping the customer at the center of everything you do while delivering a human-first experience.
Responsibilities
- Assist Podium customers with how-to questions and troubleshooting
- Provide timely and accurate solutions through chat, email, phone, and Podium tools
- Deliver a "human-first" experience
- Become an expert in Podium products, both technically and in customer use cases
- Seek opportunities to enhance customer value and satisfaction beyond simple resolutions
- Collaborate with peer teams to provide a seamless customer experience
Requirements
- 2-3 years of experience providing support for multiple online software or SaaS products and/or IT experience
- Strong problem-solving abilities with a proactive and positive attitude
- Excellent verbal and written communication skills
- Ability to handle multiple tasks simultaneously and work under pressure
- The ability to balance working independently and through ambiguity while contributing to a strong team environment
- Familiarity with navigating and working with multiple support systems (ex: Salesforce, Twilio, Zendesk, Freshdesk, Service Cloud, ServiceNow, LiveAgent, Intercom, etc)
- Technical knowledge in phone systems, VoIP, and network connectivity is a plus
Benefits
- Life insurance, long and short-term disability coverage
- Paid maternity and paternity leave
- Fertility Benefits
- Generous vacation time
- Excellent medical, dental, and vision benefits
- 401k Plan
- Bi-annual swag drops with Podium gear and apparel
- HQ gym with local professional coaches and classes
- Onsite HQ child care center, subsidized for employees