AU Product Support Specialist (Remote, Philippines)

Job Description

Podium is seeking an AU Product Support Specialist to provide exceptional customer support. This role is remote and based in the Philippines, but will be supporting customers in Australia. The specialist will answer questions, troubleshoot issues, and find creative solutions to help customers grow their businesses. They will work with Podium customers to answer how-to questions and troubleshoot the Podium platform. When customers have questions, you have answers! They will 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. They will become an expert in Podium products, both at a technical and customer use-case level. They will not stop at a simple resolution, but will look for opportunities to help customers maximise their value from Podium, looking for new ways to work smarter and delight customers! They will work with Podium to increase organisational efficiencies, share feedback,  and  help others work smarter while driving customer value higher. They will collaborate with certain Podium departments (Sales, Onboarding, Account Management, Retention, etc.) to increase customer engagement and contribute to retaining customers long term!

What this role involves:

• Answering how-to questions and troubleshooting the Podium platform.
• Delivering resolutions through various communication channels.
• Becoming an expert in Podium products.
• Identifying opportunities to maximize customer value.
• Increasing organizational efficiencies and sharing feedback.
• Collaborating with other departments to increase customer engagement.

Requirements:

• 2-3 years of SaaS customer support experience.
• Experience supporting multiple online software products or IT.
• Experience building support best practices.
• Ability to prioritize and manage competing demands.
• Familiarity with basic web technologies (HTML, CSS, JSON, JavaScript).
• Experience with support systems like Salesforce, Twilio, or Zendesk.