AU Product Support Specialist (Remote, Philippines) at Podium

Podium is seeking an AU Product Support Specialist to provide exceptional customer support and help local businesses thrive. In this role, the individual will answer questions, troubleshoot customer inquiries related to the Podium platform, and find creative solutions to ensure customer satisfaction.

The Product Support Specialist will be the first point of contact for customers, delivering a "human-first" experience through various communication channels such as chat, email, phone, and Podium tools. They will become an expert in Podium products, providing technical and practical guidance to customers.

This role involves collaborating with different Podium departments like Sales, Onboarding, Account Management and Retention etc. to improve customer engagement and contribute to long-term customer retention. Podium is looking for a candidate with 2-3 years of SaaS customer support experience, ideally in the online software or IT sector.

What this role involves:

• Answering how-to questions and troubleshooting the Podium platform for customers.
• Providing resolutions for customers through various communication channels.
• Becoming an expert in Podium products at a technical and customer use-case level.
• Looking for opportunities to help customers maximize their value from Podium.
• Collaborating with Podium departments to increase customer engagement and contribute to retaining customers long term.

Requirements:

• 2-3 years of providing Software-as-a-Service (SaaS) customer support to businesses.
• Experience providing support for multiple online software or SaaS products and/or IT experience.
• Experience building best practices geared towards support quality and efficiencies.
• Familiarity with basic web technologies (ex: HTML, CSS, JSON, and JavaScript).
• Familiarity with navigating and working with multiple support systems (ex: Salesforce, Twilio, ServiceNow, Zendesk, Freshdesk, Service Cloud, LiveAgent, Intercom etc)