Product Support Specialst (Remote, Philippines)

Product Support Specialist

Team: Support

Tier 1

Podium exists to help local businesses win. Using Podium, local businesses can simplify the way they communicate with their customers—from collecting payments to facilitating online reviews to launching marketing campaigns, and much more.

Our work and focus on helping local businesses thrive has been recognized across the industry, including Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000, and Fast Company’s World’s Most Innovative Companies.

We look for people who are curious, creative and are willing to do the work to be a little better every day. We also embody our company values in all that we do, which always starts with being Customer Obsessed, followed by Be a Founder, Zero Drama, and Enjoy the Ride. Does that sound like you?

The Role

Our Product Support Specialists are an integral part of our Customer Support team and an essential part of our customer’s experience. The team answers how-to questions and troubleshoots customer inquiries, working creatively to keep customers working on what matters most: growing their business!

What you will be doing

• Troubleshoot & resolve challenging issues, ensuring customers can easily see value with Podium
• Communicate with customers over a number of mediums including Email, SMS, Phone & Video calls to help issues be resolved in a timely manner and communicate urgency to our customers.
• Serve as a point of escalation, vetting legitimacy of product-related issues in Support
• Develop system for feedback loops in close collaboration with the Product team
• Build an efficient and effective system of troubleshooting, documentation, escalation and prioritisation of product-related issues or requests
• Create and regularly update internal documentation of our products and process
• Train the broader teams on our products, new features and best practices
• Maintain open communication channels within the broader Support and Product teams
• Work collaboratively with customer facing teams, to ensure issues are completely resolved to customer satisfaction
• Recommend and potentially deploy fixes for vetted code-related issues, working with Product & Engineering
• Serve as the Voice of the Customer, socialising organised qualitative and quantitative data to cross-functional partners to improve our products
• Work cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experience
• Resolve escalated cases promptly while holding Product and Engineering accountable to established Service Level Agreements

What you'll bring

• Customer-first attitude with a strong sense of empathy
• Experience communicating directly with customers
• 1-2 years Experience in Product or Technical Support
• Proven track record of managing multiple concurrent projects with varying complexity levels
• Ability to drive innovation and efficiency in an unstructured environment
• Familiarity with modern web services, APIs and scripting languages
• Analytical and data-oriented approach to problem-solving

A few other things we want to let you know about...

• Podium is an equal opportunity employer. We encourage everyone of all experiences and backgrounds to apply.
• Successful candidates are required to undergo a background check and must have full-time Australian working rights on an ongoing basis.