Product Support Specialist

You will work with Podium customers to answer how-to questions and troubleshoot the Podium platform. When customers have questions, you will have answers! You will deliver a human-first experience and resolutions for customers through voice and written interactions across chat, email, phone, and Podium tools in a timely and accurate manner. You will become an expert in Podium products, both at a technical and customer use-case level. You will look for opportunities to help customers maximize their value from Podium, working smarter and delighting customers. You will collaborate with other departments to increase customer engagement and contribute to retaining customers long term.

Responsibilities

• Answer how-to questions and troubleshoot the Podium platform for customers
• Deliver human-first experience and resolutions across chat, email, phone, and Podium tools
• Become an expert in Podium products at a technical and customer use-case level
• Identify opportunities to help customers maximize value from Podium
• Share feedback and help increase organizational efficiencies
• Collaborate with Sales, Onboarding, Account Management, and Retention to increase customer engagement and retain customers

Requirements

• Must speak English fluently
• Must be geographically based in Lahore, Pakistan
• Must be available to work onsite at the Lahore office location
• 2-3 years of providing SaaS customer support to businesses
• Demonstrated background of providing support for multiple online software or SaaS products and/or IT experience
• Experience building best practices geared towards supporting quality and efficiencies
• Ability to balance working independently and through ambiguity
• Experience prioritizing highest impact/value work amongst competing priorities
• Familiarity with basic web technologies (HTML, CSS, JSON, JavaScript)
• Familiarity with support systems such as Salesforce, Twilio, ServiceNow, Zendesk, Freshdesk, Service Cloud, LiveAgent, Intercom
• Must be available to provide services within U.S. business hours