Tier 2 Phones Product Support Representative (Guatemala)

Job Description

Podium is seeking a Tier 2 Phones Product Support Representative in Guatemala to specialize in supporting its rapidly growing phone products. The representative will provide advanced technical support, resolving issues and delivering excellent customer experiences. This role involves collaborating with various teams to enhance customer engagement and retention.

Role Involves:

• Providing advanced troubleshooting for VoIP, network configurations, and call quality.
• Delivering expert-level resolutions via phone, chat, email, and internal tools.
• Training customers to optimize their use of Podium Phones.
• Collaborating with Sales, Onboarding, and Product teams.
• Documenting troubleshooting steps and solutions.
• Analyzing network optimization reports.
• Proactively addressing issues to ensure customer satisfaction.

Requirements:

• Fluency in English and based in Guatemala City.
• 2-3 years of customer support experience for SaaS or VoIP/telephony products.
• Strong understanding of VoIP technologies, SIP protocol, and network troubleshooting.
• Excellent customer service skills.
• Experience with CRM and support ticketing systems (e.g., Salesforce, Zendesk).
• Familiarity with basic web technologies (HTML, CSS, JSON, JavaScript).
• Ability to manage multiple issues and prioritize effectively.
• Ability to work independently and collaboratively.

Podium offers:

• Opportunity to work with a rapidly growing company.
• A culture that fosters exceptional talent.