Product Support Specialist

May 15

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Podium

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Online Reviews • Reputation Management • Review Analytics • Customer Reviews • Small Business Reviews

1001 - 5000

Description

• You will work with Podium customers to answer how-to questions and troubleshoot the Podium platform. When customers have questions, you 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 not stop at a simple resolution, but will look for opportunities to help customers maximize their value from Podium, looking for new ways to work smarter and delight customers! • You will work with Podium to increase organizational efficiencies, share feedback, and help others work smarter while driving customer value higher. • You will collaborate with certain Podium departments (Sales, Onboarding, Account Management, Retention, etc.) to increase customer engagement and contribute to retaining customers long term!

Requirements

• MUST SPEAK ENGLISH FLUENTLY • Must be geographically based in Metro Manila (Philippines) • 1-3 years of providing Software-as-a-Service (SaaS) customer support to businesses with examples where you’ve influenced customers for the better • Demonstrated background of providing support for multiple online software or SaaS products and/or IT experience • Experience building best practices geared towards support quality and efficiencies, potentially from having served as a Subject Matter Expert (SME) or in other roles • The ability to balance working independently and through ambiguity while contributing to improving customer satisfaction • Multiple examples of prioritizing for highest impact/value work amongst competing priorities or demands • You are familiar with basic web technologies (ex: HTML, CSS, JSON, and JavaScript) • You are familiar with navigating and working with multiple support systems (ex: Zendesk, Freshdesk, Service Cloud, ServiceNow, LiveAgent, Intercom, Salesforce, Twilio etc) • Must be available to provide the services within U.S. business hours of 9pm - 1pm Philippines Standard Time (your availability will be determined and confirmed when the contract is awarded).

Benefits

• Ticket Resolution + Case Volume • Customer Satisfaction + Quality of Customer Interactions