Podium is hiring a
Product Support Expert

Summary

The job is for a Customer Support role at Podium, a SaaS company that provides lead conversion platforms. The role involves answering customer queries, troubleshooting issues, becoming an expert in Podium products, and looking for opportunities to help customers maximize their value from the platform. The candidate should be based in Metro Manila, have 2-3 years of experience in SaaS customer support, be fluent in English, and be available during U.S. business hours.

Requirements

• Must speak English fluently
• Must be geographically based in Metro Manila (Philippines)
• 2-3 years of providing Software-as-a-Service (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 support quality and efficiencies
• 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
• Familiarity with basic web technologies (ex: HTML, CSS, JSON, and JavaScript)
• Familiarity with navigating and working with multiple support systems (ex: Zendesk, Freshdesk, Service Cloud, ServiceNow, LiveAgent, Intercom, Salesforce, Twilio etc)

Responsibilities

• Work with Podium customers to answer how-to questions and troubleshoot the Podium platform
• 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

Preferred Qualifications

Experience as a Subject Matter Expert (SME) or in other roles

Benefits

• Contractual pay is $6.50 USD per hour for 40 hours per week
• 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)