AU Product Support Specialist

Summary

Join Podium, a company recognized for its work in helping local businesses thrive, as a Customer Support representative. You will be responsible for providing exceptional customer support through various channels, troubleshooting issues, and answering questions. You will work to ensure customer satisfaction and identify opportunities to maximize their value from Podium's platform. This role requires 2-3 years of SaaS customer support experience, familiarity with web technologies, and experience with multiple support systems. The ideal candidate is curious, creative, and driven by empowering others. Podium fosters a culture of developing exceptional talent.

Requirements

• 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
• Do not stop at a simple resolution, but 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!