Product Support Specialist

Podium is seeking a Product Support Specialist to join their Customer Support team in Melbourne, Australia. This role is crucial for ensuring customers have a positive experience and can effectively use Podium's platform to grow their businesses. The Product Support Specialist will troubleshoot issues, answer how-to questions, and work creatively to resolve customer inquiries.

The Product Support Specialist will communicate with customers via email, SMS, phone, and video calls, ensuring timely resolution of issues and communicating urgency when necessary. They will also serve as a point of escalation, vetting the legitimacy of product-related issues and developing a system for feedback loops in collaboration with the Product team.

Podium values a culture that fosters exceptional talent and provides a supportive environment for employees to thrive.

What this role involves:

• Troubleshooting and resolving challenging issues for customers.
• Communicating with customers through various channels (email, SMS, phone, video).
• Serving as a point of escalation for product-related issues.
• Developing a system for feedback loops with the Product team.
• Creating and updating internal documentation.
• Training broader teams on products and best practices.
• Working collaboratively with customer-facing teams.
• Recommending and deploying fixes for code-related issues.
• Serving as the Voice of the Customer.
• Working cross-functionally on ad-hoc initiatives.
• Resolving escalated cases promptly.

Requirements:

• Customer-first attitude with empathy.
• Experience communicating directly with customers.
• 1-2 years of experience in Product or Technical Support.
• Proven track record of managing multiple projects.
• Ability to drive innovation in an unstructured environment.
• Familiarity with web services, APIs, and scripting languages.
• Analytical and data-oriented problem-solving skills.

What this role offers:

• Opportunity to work at Podium.
• Opportunity to work in Melbourne, Australia.