What are the responsibilities and job description for the Product Support Specialist position at Podium?
Join our Product Support team as a Product Expert, providing technical support to our B2B customers. You'll answer questions, troubleshoot issues, and help customers focus on growing their business. If you're curious, creative, and driven by helping others succeed, this role is for you. You'll enjoy challenges, skill growth, and keeping the customer at the center of everything we do.
What you will be doing:
- 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
What experience you should have:
- 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
- You are familiar 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
Compensation / Benefits:
- Starting at $21.63 per hour
- Hybrid working schedule - In-office (Tue/Wed/Thur) & work from home (Mon/Fri)
- Open and transparent culture - Checkout this video to see what it’s like to work at Podium
- 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 cool Podium gear and apparel
- A stellar HQ (Utah) gym with local professional coaches and classes offered
- Onsite HQ (Utah) child care center, subsidized for employees
Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.
Salary : $22
