Product Support Specialist

🔥 12 hours ago

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Podium

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

Enterprise • SaaS • Artificial Intelligence

Podium is a comprehensive AI-driven platform designed to enhance business operations by driving lead conversions, marketing, and customer engagement. It provides solutions such as AI-powered chatbots, review management, text marketing, and scheduling to help businesses capture and convert leads efficiently. Podium's AI engages with potential customers, automates routine tasks, and manages communications across various platforms like Google, Facebook, SMS, and third-party websites. It is tailored for industries like automotive, retail, health & wellness, and home services, supporting businesses in transforming leads into repeat sales.

📋 Description

• Troubleshoot & resolve challenging issues, ensuring customers can easily see value with Podium • Communicate with customers over a number of mediums including Email, SMS, Phone & Video calls to help issues be resolved in a timely manner and communicate urgency to our customers. • Serve as a point of escalation, vetting legitimacy of product-related issues in Support • Develop system for feedback loops in close collaboration with the Product team • Build an efficient and effective system of troubleshooting, documentation, escalation and prioritisation of product-related issues or requests • Create and regularly update internal documentation of our products and process • Train the broader teams on our products, new features and best practices • Maintain open communication channels within the broader Support and Product teams • Work collaboratively with customer facing teams, to ensure issues are completely resolved to customer satisfaction • Recommend and potentially deploy fixes for vetted code-related issues, working with Product & Engineering • Serve as the Voice of the Customer, socialising organised qualitative and quantitative data to cross-functional partners to improve our products • Work cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experience • Resolve escalated cases promptly while holding Product and Engineering accountable to established Service Level Agreements

🎯 Requirements

• Customer-first attitude with a strong sense of empathy • Experience communicating directly with customers • 1-2 years Experience in Product or Technical Support • Proven track record of managing multiple concurrent projects with varying complexity levels • Ability to drive innovation and efficiency in an unstructured environment • Familiarity with modern web services, APIs and scripting languages • Analytical and data-oriented approach to problem-solving

🏖️ Benefits

• Podium is an equal opportunity employer. We encourage everyone of all experiences and backgrounds to apply. • Successful candidates are required to undergo a background check.