Remote Product Support Expert

Summary

Join Podium's Customer Support team and help customers thrive by answering questions, troubleshooting issues, and delivering a human-first experience. As a customer support specialist, you will work with customers to resolve their queries, become an expert in Podium products, and collaborate with other departments to increase customer engagement.

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 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 such as or similar to the following (ex: Salesforce, Twilio, ServiceNow, Zendesk, Freshdesk, Service Cloud, LiveAgent, Intercom 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
• Become an expert in Podium products, both at a technical and customer use-case level
• Look for opportunities to help customers maximize their value from Podium, looking for new ways to work smarter and delight customers!
• Work with Podium to increase organizational efficiencies, share feedback, and help others work smarter while driving customer value higher
• Collaborate with certain Podium departments (Sales, Onboarding, Account Management, Retention, etc.) to increase customer engagement and contribute to retaining customers long term!

Benefits

Contractual pay is $50.78/daily rate for 40 hours per week