Product Support Specialist (Guatemala)

Podium is seeking a Product Support Specialist to join their team in Guatemala. This role is crucial for ensuring customers have a positive experience with Podium's platform. The Product Support Specialist will be responsible for answering questions, troubleshooting issues, and providing creative solutions to help customers grow their businesses. Podium values a culture of exceptional talent and operates on principles that guide daily behavior and decision-making.

The Product Support Specialist will work directly with customers to provide timely and accurate resolutions through various channels, including chat, email, phone, and Podium tools. They will also collaborate with other departments to increase customer engagement and contribute to long-term customer retention.

What this role involves:

• Answering how-to questions and troubleshooting the Podium platform.
• Delivering a “human-first” experience through voice and written interactions.
• Becoming an expert in Podium products at a technical and customer use-case level.
• Identifying opportunities to help customers maximize value from Podium.
• Increasing organizational efficiencies and sharing feedback.
• Collaborating with various Podium departments to increase customer engagement.

Requirements:

• Must speak English fluently.
• Must be geographically based in Guatemala City, Guatemala.
• Must be available to work onsite at our Guatemala City office location (anticipated Jan/Feb 2025).
• 2-3 years of providing Software-as-a-Service (SaaS) customer support to businesses.
• Demonstrated background of 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.
• Must be available to provide the services within U.S. business hours.

What Podium offers:

• Compensation: Q10,625 monthly (fixed and not subject to negotiation).
• Bono 14 and Christmas bonus.
• 13 paid holidays.
• Office located in Zone 10, Edificio Interamericas.