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Podium

Everything local businesses need to win.

Product Support Specialist

Customer SupportCustomer SupportFull TimeRemoteMid LevelTeam 1,001-5,000Since 2014H1B SponsorCompany SiteLinkedIn

Location

Philippines

Posted

60 days ago

Salary

0

Seniority

Mid Level

Bachelor Degree2 yrs expEnglish

Job Description

Product Support Specialist

Podium

• Troubleshoot & resolve challenging issues, ensuring customers can easily see value with Podium • Communicate with customers over a number of mediums including Email, SMS, Phone & Video calls to help issues be resolved in a timely manner and communicate urgency to our customers. • Serve as a point of escalation, vetting legitimacy of product-related issues in Support • Develop system for feedback loops in close collaboration with the Product team • Build an efficient and effective system of troubleshooting, documentation, escalation and prioritisation of product-related issues or requests • Create and regularly update internal documentation of our products and process • Train the broader teams on our products, new features and best practices • Maintain open communication channels within the broader Support and Product teams • Work collaboratively with customer facing teams, to ensure issues are completely resolved to customer satisfaction • Recommend and potentially deploy fixes for vetted code-related issues, working with Product & Engineering • Serve as the Voice of the Customer, socialising organised qualitative and quantitative data to cross-functional partners to improve our products • Work cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experience • Resolve escalated cases promptly while holding Product and Engineering accountable to established Service Level Agreements

Job Requirements

  • Customer-first attitude with a strong sense of empathy
  • Experience communicating directly with customers
  • 1-2 years Experience in Product or Technical Support
  • Proven track record of managing multiple concurrent projects with varying complexity levels
  • Ability to drive innovation and efficiency in an unstructured environment
  • Familiarity with modern web services, APIs and scripting languages
  • Analytical and data-oriented approach to problem-solving

Benefits

  • Podium is an equal opportunity employer. We encourage everyone of all experiences and backgrounds to apply.
  • Successful candidates are required to undergo a background check

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